---
schema_version: "1"
id: 1cca120ff6ad17d5c9f2a6b488cc4a1833fdfad66ca557da2ce485d22a5aeb69
title: Review and Publish Replies
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/reply_rec_publish.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.reply_rec_publish.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ed0950c4b96aac32c0124be266b37ed663fce7f28eacc0083f2d1671efd53703
description: After Einstein has identified common responses in your transcripts, select and review the most useful replies, and then publish them to your service reps.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Review and Publish Replies

After Einstein has identified common responses in your transcripts, select and review the most useful replies, and then publish them to your service reps.

### 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 ">
        <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="d44040e60">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e60 ">To publish and manage replies:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e60 ">
              <p>Create on quick text AND Manage Replies for Einstein Reply Recommendations AND
                View Setup and Configuration</p>
              <p style="margin-bottom:0;">OR</p>
              <p style="margin-bottom:0;"> Customize Application</p>
            </td>

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

After your model is built, the Einstein Reply Recommendations Setup page lists up to 100 common replies that Einstein has identified from your closed chats—that is, your actual service rep conversations! Review, curate, and publish these reply candidates to QuickText so they can be recommended to service reps.

1. On the Einstein Reply Recommendations page in Setup, select one or more replies to review. To view the full text, click a reply’s name.
2. Review and fine-tune the candidate replies to fit your company voice and service rep needs. Replace specific product names and customer information with merge fields, so that replies are applicable across chats.
3. To publish replies, select them and click **Publish Candidates to Quick Text**.
    
    ![Reply Recommendations setup with Publish Candidates to Quick Text highlighted.](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_publish_replies_quick_text.png)
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png)
    
    Tip Although you can publish multiple replies at once, we recommend that you review each reply individually before you publish it. Because the replies are taken from closed chats with your customers, they could contain customer or service rep data. By reviewing each reply, you can remove personal information or similar replies, as well as fine-tune phrasing and tone.
4. Add information about the replies that you’re publishing, such as which Quick Text folder to save your replies in and the channels where they’re available.
    
    ![Publish reply to quick text window](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_publish_multiple_replies.png)
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
            <colgroup>
              <col style="width:20%">
              <col style="width:80%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d44040e140">Setting</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d44040e143">What to Do</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">Record Type</td>

                <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">If prompted, select a quick text record type to customize access to the
                  replies. If you’re publishing multiple replies at once, the record type you
                  select applies to all of them.</td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">
                  <p>Quick Text Name </p>
                  <p style="margin-bottom:0;">(single replies only)</p>
                </td>

                <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">Optionally, change the reply’s name from an auto-generated number to
                  something more meaningful.</td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">
                  <p>Message </p>
                  <p style="margin-bottom:0;">(single replies only)</p>
                </td>

                <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">
                  <p>Optionally, update the text of the reply. For example, add a merge field,
                    such as the contact’s name.</p>
                  <p style="margin-bottom:0;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="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_publish_single_reply.png" alt="Editing a reply's text"></span></p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">Folder</td>

                <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">
                  <p dir="ltr">Select a quick text folder to store the replies in. If you don’t
                    select a folder, replies aren’t added to a folder. We recommend creating one
                    or more folders just for your published replies. </p>
                  <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                    <div class="slds-media slds-media_responsive">
                      <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-warning"><img style="margin-bottom:0;" src="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" alt="Important"></span></div>
                      <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Important</span> Visibility to replies is set at the folder level. Service
                        reps need access to the folder that you select to view the replies as
                        recommendations or quick text. By using multiple folders, you can group
                        replies—for example, designating replies as Tier 1 or Tier 2 support—and
                        assign access accordingly.<p>If you don’t see the Folder field, <a href="https://help.salesforce.com/articleView?id=quick_text_share_lex.htm&amp;language=en_US" target="_blank">turn on folder sharing</a> for quick
                          text. Then, in the Object Manager in Setup, find the Quick Text object and
                          add the Folder field to its page layout.</p>
                      </div>
                    </div>
                  </div>
                </td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">Category</td>

                <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">Select a quick text category. Categories are customizable and make it
                  easier to search for quick text.</td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">Channel</td>

                <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">Optionally, select which channels service reps can access and search for
                  the replies as quick text. This option is separate from reply recommendations.
                  Only Chat and Messaging support quick text.</td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">Include in reply recommendations</td>

                <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">Select this option so that the replies can be recommended to service reps
                  in the Einstein Replies console component.</td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">Include in selected channels</td>

                <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">Selecting this option makes the replies available as quick text in your
                  selected channels. If you select both <strong class="uicontrol">Include in reply
                    recommendations</strong> and <strong class="uicontrol">Include in selected
                    channels</strong>, service reps can see the replies as recommendations in
                  the Einstein Replies component, and they can also search for the replies as
                  quick text in the selected channels.</td>

              </tr>
            </tbody>
          </table>
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)
    
    Note If you don’t see the reply that you want, add your own reply from the Quick Text tab or include an existing Quick Text record. Go to the Quick Text record, and select **Include in Reply Recommendations**.
5. Click **Publish**. The replies’ status in the list changes from New to Published to Quick Text.

After you publish your replies, give service reps access to reply recommendations and activate your model.