---
schema_version: "1"
id: d2c1fe4f431d4d9f3480da115db72ddf56972dc225fabaf40ebce9601badb77c
title: Maintain Your Recommended Replies
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/reply_rec_maintain.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.reply_rec_maintain.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 425ede4fcd0c41abcc5deff5b0ba3fd9d46bb3646fd88b11db76c425d7df1efa
description: 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.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Maintain Your Recommended Replies

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.

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93978e58">User Permissions
            Needed</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93978e58 ">To publish and manage replies, you need:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93978e58 ">Create on quick text AND Manage Replies for Einstein Reply Recommendations AND
            View Setup and Configuration</td>

        </tr>
      </tbody>
    </table>

## Manage Published Replies and Create Replies

Edit or delete published replies on the Quick Text tab. From the App Launcher, click **Quick Text** in the items list. Your changes take effect when you save them.

You don’t need to pause recommendations to publish replies or manage published replies. See [Review and Publish Replies](https://help.salesforce.com/s/articleView?id=service.reply_rec_publish.htm&release=264.0.0&type=5 "After Einstein has identified common responses in your transcripts, select and review the most useful replies, and then publish them to your service reps.").

After the initial build, you can check for new reply templates on-demand. On your model’s settings page, select the **Reply Candidates** tab, and then select **Check for New Replies**. Einstein analyzes your latest chat transcripts and suggests new replies.

![Check for New Reply Candidates highlighted under the Reply Candidates tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/reply_recommendations_generate_replies.png)

You can also edit or add replies from the Quick Text tab at any time.

Select **Include in reply recommendations** on the quick text record, and share the quick text folder with service reps for them to see it as a recommended reply.

## Address Duplicate Replies

Duplicate replies can occur if:

- A reply was published to quick text multiple times.
- Highly similar replies weren’t edited or removed during publishing.
- You created a new quick text reply for Einstein to recommend, and it’s similar to one that was published.
- A service rep has access to multiple quick text folders with matching replies.

To address duplicate replies, delete or edit the duplicates from the Quick Text tab. If you save your replies in multiple quick text folders and intentionally add the same reply to two folders, verify that the service rep seeing duplicate replies doesn’t have access to both folders.

## Pause Reply Recommendations

To stop showing recommendations to service reps for any reason, click **Pause Recommendations** on the Einstein Reply Recommendations Setup page.

![Pause Recommendations button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_blue_activated.png)

For example, if you update a business policy, pause recommendations to remove or update replies that reflect your old policy. During this time, the Einstein Replies component in the console indicates that recommendations are paused. Changes to quick text records go into effect immediately, so if the updates you’re making are minor, you probably don’t need to pause recommendations.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png)

Important If you disable the Einstein Reply Recommendations feature rather than pausing it, reply recommendations stop, and the Einstein Replies component disappear from page layouts. Published replies are still available as quick text records. If you enable the feature again, any previously generated replies are still visible on the Einstein Reply Recommendations Setup page.