---
schema_version: "1"
id: 932ffdbbdf67161703713595f06dce2e117c848a842df4612ccbb73cae9ab20d
title: Einstein Service Replies
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_service_replies.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_service_replies.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: dd4467ecb10036954e04f74c74cc3f316a42fa253abf73705725f50e8859f72f
description: Increase customer satisfaction and reduce service rep handling time with AI-generated replies. Einstein Service Replies for Chat follows a Messaging Session or Live Chat conversation as it unfolds and then drafts and recommends fluent, courteous, and relevant replies for your service reps to review, edit, and post. Or, they can draft and send emails based on recommended knowledge articles, directly from the Case page.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Einstein Service Replies

Increase customer satisfaction and reduce service rep handling time with AI-generated replies. Einstein Service Replies for Chat follows a Messaging Session or Live Chat conversation as it unfolds and then drafts and recommends fluent, courteous, and relevant replies for your service reps to review, edit, and post. Or, they can draft and send emails based on recommended knowledge articles, directly from the Case page.

## Service Replies Setup Checklist

![Steps to set up service replies and einstsein with a checklist](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_recs_service_replies_checklist.png)

See best practices to set up Service Replies and what to expect during your rollout.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
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            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d59365e53">Step</th>
            <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d59365e56">Where to learn more</th>
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            <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d59365e53 ">
              <p>
                <strong>Step 1. Check your Einstein readiness.</strong>
              </p>
              <p style="margin-bottom:0;">See whether you meet the license and edition requirements. If you aren’t sure,
                contact your Salesforce account executive to get started.</p>
            </td>

            <td data-label="Where to learn more" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59365e56 ">Salesforce.com: <a href="https://www.salesforce.com/content/dam/web/en_us/www/documents/platform/einstein-features-cheat-sheet.pdf?d=cta-body-promo-34&amp;_gl=1*17d6y23*_ga*NDIzNjk4MDA0LjE2OTU2ODIyNTE.*_ga_H6M98GGB18*MTY5ODk1NTIzMy42LjEuMTY5ODk1NTM2My4wLjAuMA..*_gcl_au*MTIxMjgxMDgxOS4xNjk1NjgyMzM4&amp;_ga=2.212726227.695692640.1698697229-423698004.1695682251" target="_blank">Salesforce Einstein Pricing and Readiness
                Guide</a></td>

          </tr>
          <tr class="">
            <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d59365e53 ">
              <p>
                <strong>Step 2. Set up Service Replies. </strong>
              </p>
              <p>To get started, turn on
                replies. You can use Service Replies in messaging, chat, and email conversations.
                To ground Service Replies for Chat in your Knowledge base or uploaded files,
                assign an Agentforce Data Library.</p>
              <p dir="ltr">For Service Replies for Email,
                Article Recommendations helps you find articles that are most relevant to your
                customer queries. Service reps can then select and draft an email from the
                recommendations.</p>
              <p style="margin-bottom:0;" dir="ltr">Then, give your service reps a permission set so
                they can use replies.</p>
            </td>

            <td data-label="Where to learn more" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59365e56 ">
              <p dir="ltr">
                <a href="https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_enable.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Service Replies for Chat</a>
              </p>
              <p dir="ltr">
                <a href="https://help.salesforce.com/s/articleView?id=ai.data_library_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Data Libraries</a>
              </p>
              <p dir="ltr">
                <a href="https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Service Replies for Email</a>
              </p>
              <p style="margin-bottom:0;" dir="ltr">
                <a href="https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_set_up.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Article Recommendations</a>
              </p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d59365e53 ">
              <p>
                <strong>Step 3. Customize Service Replies for Chat in Prompt
                  Builder.</strong>
              </p>
              <p style="margin-bottom:0;"> 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.</p>
            </td>

            <td data-label="Where to learn more" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59365e56 ">
              <a href="https://help.salesforce.com/s/articleView?id=service.service_replies_prompt_builder_parent.htm&amp;type=5&amp;language=en_US" target="_blank">Service Replies Prompt Templates</a>
            </td>

          </tr>
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            <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d59365e53 ">
              <p>
                <strong>Step 4. Get acquainted with Service Replies in the console. </strong>
              </p>
              <p dir="ltr">For chat and messaging sessions, see how service reps select, edit, and
                post replies. Einstein even shows you whether replies are based on conversation
                context or grounded in your data. </p>
              <p style="margin-bottom:0;" dir="ltr">For email, see how service reps select an article for Einstein to draft
                a reply and then edit and send it to customers all from the case page.</p>
            </td>

            <td data-label="Where to learn more" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59365e56 ">
              <p dir="ltr">
                <a href="https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_use_service_replies.htm&amp;type=5&amp;language=en_US" target="_blank">Service Replies for Chat in the Console</a>
              </p>
              <p style="margin-bottom:0;" dir="ltr">
                <a href="https://help.salesforce.com/s/articleView?id=service.reply_recs_service_emails_console.htm&amp;type=5&amp;language=en_US" target="_blank">Service Replies for Email in the Console</a>
              </p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d59365e53 ">
              <p>
                <strong>Step 5. Share insights from your data.</strong>
              </p>
              <p style="margin-bottom:0;">Based on data from your Salesforce org, share insights with your team with
                generative AI Feedback Data reports and the Audit Trail.</p>
            </td>

            <td data-label="Where to learn more" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59365e56 ">
              <a href="https://help.salesforce.com/s/articleView?id=ai.generative_ai_feedback_analytics.htm&amp;type=5&amp;language=en_US" target="_blank">Share Insights from Einstein Generative AI Audit
                Data</a>
            </td>

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

#### See Also

- [Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_about.htm&type=5&language=en_US)
- [_Trailhead_: Einstein Generative AI: Quick Look](https://trailhead.salesforce.com/content/learn/modules/einstein-gpt-quick-look)