---
schema_version: "1"
id: f3a39bf3f84e94d07a29cce9c436fcdfde1eb64e979983af76e045d245cf4aca
title: Set Up Service Replies for Chat
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/reply_recs_generative_ai_chat_set_up.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_chat_set_up.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ef094534d12d31ed2b403622b921e50cc0e99324e0a6741b19bc903d4ee43e8e
description: Personalize customer service and save service reps' time in just a few steps.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Set Up Service Replies for Chat

Personalize customer service and save service reps' time in just a few steps.

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

Warning If you enable Service Replies, it replaces classic Reply Recommendations. You can’t use both features simultaneously.

1. **[Enable Einstein Service Replies](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_enable.htm&release=264.0.0&type=5)**  
    To get started, turn on Service Replies.
2. **[Ground Replies with Data Libraries](https://help.salesforce.com/s/articleView?id=service.service_replies_data_libraries.htm&release=264.0.0&type=5)**  
    To get grounded replies and use prompt templates, assign a data library. Data libraries index your knowledge articles and fields, or file uploads, so that Einstein knows which information to base responses on.
3. **[Migrate to Agentforce Service Replies from a Previous Version](https://help.salesforce.com/s/articleView?id=service.migrate_to_agentforce_service_replies_from_a_previous_version.htm&release=264.0.0&type=5)**  
    If your organization currently uses Einstein Reply Recommendations, follow these steps to migrate Service Replies backed with an Agentforce Data Library (ADL).
4. **[Give Service Reps Access](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_give_agents_access.htm&release=264.0.0&type=5)**  
    Give service reps access to Service Replies in the Einstein Reply Recommendations component by assigning them a permission set.
5. **[Set the Default State](https://help.salesforce.com/s/articleView?id=service.service_replies_default_state.htm&release=264.0.0&type=5)**  
    Set the default state for Service Replies so that your agents can decide when to get AI-generated replies in the Einstein Replies component.
6. **[Service Replies Prompt Templates](https://help.salesforce.com/s/articleView?id=service.service_replies_prompt_builder_parent.htm&release=264.0.0&type=5)**  
    Determine how Einstein drafts replies, when you customize the Service Replies prompt templates in Prompt Builder. Specify what information Einstein includes or adjust the voice and tone so that responses fit your business needs. To get started with Einstein Service Replies in Prompt Builder, check the prerequisites then follow the setup steps.