---
schema_version: "1"
id: b18f1c2451530650c1a40636419427cbe35be41e48cf62cc5ffd351c6dd507dd
title: Service Replies for Email in the Console
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/reply_recs_service_emails_console.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.reply_recs_service_emails_console.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: aa733fe34d604cb26aab75cf87316b7259b1093c46ed54ecc4bc0702c82aabf6
description: 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.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# 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

<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="d75385e56">User Permissions
            Needed</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d75385e56 ">For service reps to view, edit, and send knowledge
            grounded responses:</td>

          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d75385e56 ">
            <p style="margin-bottom:0;">Allow users to share articles via public URLs</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d75385e56 ">To send article content in emails:</td>

          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d75385e56 ">
            <p>Edit on cases </p>
            <p>AND</p>
            <p style="margin-bottom:0;">Read on knowledge articles</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d75385e56 ">To share internal articles externally:</td>

          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d75385e56 ">
            <p style="margin-bottom:0;">Share internal Knowledge articles externally, under Administrative Permissions</p>
          </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 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](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_console_draft.png)

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.](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/email_reply_recs.png)

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](https://help.salesforce.com/s/articleView?id=xcloud.admin_language_locale_currency.htm&type=5&language=en_US). To use knowledge grounded replies in multiple languages you need at least one knowledge article in the language you want to use.

- **[Draft Service Email Replies from Multiple Articles](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_emails_multi_article.htm&release=264.0.0&type=5)**  
    Draft an email response based on up to three knowledge articles that are relevant to a case.