---
schema_version: "1"
id: d7c50c1fb31f9d8efef86eb99425c4ffb4ae98b4c6f88b050fb4613f8406ef20
title: Einstein Reply Recommendations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/reply_rec_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.reply_rec_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 96b1f3836a9208c5ceb2cfbfbb8780341e1ccf3f2a766b17325c1830c2d3e079
description: Build a model that recommends relevant replies to support reps in the console during chat and messaging sessions. Replies are based on your Salesforce org’s closed chat transcripts, and Einstein recommends replies only if you’ve reviewed and published them.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Einstein Reply Recommendations

Build a model that recommends relevant replies to support reps in the console during chat and messaging sessions. Replies are based on your Salesforce org’s closed chat transcripts, and Einstein recommends replies only if you’ve reviewed and published them.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

- **[Preparing for Einstein Reply Recommendations](https://help.salesforce.com/s/articleView?id=service.reply_rec_prepare.htm&release=264.0.0&type=5)**  
    Before you set up Einstein Reply Recommendations, review the data requirements and testing tips. Reply recommendations are included in the Service Cloud Einstein add-on license.
- **[Reply Recommendations Key Concepts](https://help.salesforce.com/s/articleView?id=service.reply_recs_key_concepts.htm&release=264.0.0&type=5)**  
    When using Einstein Reply Recommendations, it’s helpful to understand how we identify replies and recommend them to service reps at runtime.
- **[Set Up Einstein Reply Recommendations](https://help.salesforce.com/s/articleView?id=service.reply_rec_set_up.htm&release=264.0.0&type=5)**  
    Follow a few simple steps to deliver valuable chat and messaging replies to your service reps.
- **[Use Reply Recommendations in the Lightning Service Console](https://help.salesforce.com/s/articleView?id=service.reply_rec_use.htm&release=264.0.0&type=5)**  
    When you’re managing multiple chats or helping a customer in need, having the correct reply available makes your job easier. Einstein Reply Recommendations suggests relevant replies during chat and messaging sessions so that you can insert them into your conversations with customers.
- **[Track Your Einstein Reply Recommendation's Performance](https://help.salesforce.com/s/articleView?id=service.reply_recs_track_performance.htm&release=264.0.0&type=5)**  
    CRM Analytics customers can use the new Einstein Reply Recommendations Value Dashboard managed package to quickly build and dig into reports and visualizations for replies’ business value, KPIs, and exclusive analytics.
- **[Maintain Your Recommended Replies](https://help.salesforce.com/s/articleView?id=service.reply_rec_maintain.htm&release=264.0.0&type=5)**  
    After your Einstein Reply Recommendations model is activated, you can pause recommendations if you need to. You can also update, delete, and customize access to your published replies so they continue to meet your needs.