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Service Replies for Email in the Console

Service Replies for Email generates an email response based on knowledge articles relevant to your case. Simply draft, edit, and send emails from the Case page in the Lightning Service Console.

Required Editions

View supported editions.
User Permissions Needed
For service reps to view, edit, and send knowledge grounded responses:

Allow users to share articles via public URLs
To send article content in emails:

Edit on cases

AND

Read on knowledge articles
To share internal articles externally:

Share internal Knowledge articles externally, under Administrative Permissions
Note
Note If the case subject and description fields are encrypted, you can't generate an email draft from knowledge articles.

To draft a response based on a Knowledge article, select Draft Einstein Email from the relevant article’s dropdown menu.

Service console with the drop down menu from an article with Draft Einstein Response highlighted

A draft is created in the email composer where you can review, edit, and send it. The draft merges the recipient's name from the associate case.

A draft of the email you created.

If you use an outside email composer, and the Lightning Email Composer isn’t active, a plain text draft appears in a pop-up window. Copy the text into the email composer, and then format and send it.

Einstein Service Replies for Email supports Dutch, English, French, German, Italian, Japanese, Portuguese (Brazilian), Portuguese (Portugal), Spanish (Mexico), Spanish (Spain), and Swedish. Einstein drafts email replies in the case language field. If the case language field is empty, Einstein detects the language based on case fields and then drafts email responses accordingly. Otherwise, replies are drafted in the user locale’s language. To use knowledge grounded replies in multiple languages you need at least one knowledge article in the language you want to use.