---
schema_version: "1"
id: 582a1d327b6ff5251baa33ec77a8bcfeef8a37ce33794f487012aebad03417b6
title: Einstein Service Replies for Email
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/reply_recs_service_replies_email_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 32f2be8465bf2bd9d54dfc64c47d620a3507c7bd3c16a6f1342ac4a2b1fdbd17
description: Create personalized service experiences and reduce service rep handling time with AI-generated email responses, grounded in your knowledge base. When service reps select a recommended article on a case, Einstein analyzes it and then drafts an email response based on the article. You can also set up service replies to draft email responses by using up to three articles that are relevant to a case. Service reps can then review, edit, and send it from the Lightning email composer or can copy and paste it into an outside email provider.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Einstein Service Replies for Email

Create personalized service experiences and reduce service rep handling time with AI-generated email responses, grounded in your knowledge base. When service reps select a recommended article on a case, Einstein analyzes it and then drafts an email response based on the article. You can also set up service replies to draft email responses by using up to three articles that are relevant to a case. Service reps can then review, edit, and send it from the Lightning email composer or can copy and paste it into an outside email provider.

### 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>

![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 Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US).

- **[Setting Up Service Replies for Email](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_setup.htm&release=264.0.0&type=5)**  
    Personalize customer service and save service reps' time in just a few steps.
- **[Service Replies for Email in the Console](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_emails_console.htm&release=264.0.0&type=5)**  
    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.
- **[Set Up Service Replies for Email and Prompt Builder](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_prompt_builder.htm&release=264.0.0&type=5)**  
    Customize and refine your Einstein Service Replies for Email prompt template in Prompt Builder to maximize its use for service reps during case resolution.
- **[Use Pre-Made Email Templates to Draft ‌Service Emails](https://help.salesforce.com/s/articleView?id=service.service_replies_email_prompt_templates.htm&release=264.0.0&type=5)**  
    Ask Einstein generative AI to draft some of your most common types of emails, such as introductions and follow-up nudges. Einstein pulls in the customer’s name and information from a case to customize your email, creating a personalized output every time.
- **[Service Replies for Email Usage and Tracking](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_credit_usage.htm&release=264.0.0&type=5)**  
    Service Replies charges only for the activity you use. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance.