---
schema_version: "1"
id: 91f82e862c7a5961f805f5c1a099dbb485fa2a937b6c778997e037cbda3da14c
title: Setting Up 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_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bf01750a8022b6a619bf797543c09cded2bbfa36a4ed69b17844c6ef5a3e8d75
description: Personalize customer service and save service reps' time in just a few steps.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Setting Up Service Replies for Email

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

### 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>

Before adding Einstein Service Replies for Email, make sure these conditions are met.

- Salesforce Knowledge is enabled and set up in Lightning Experience, with the Knowledge Component added to the Case page Layout. [Learn how to set up a knowledge base](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_parent_admin.htm&type=5&language=en_US).
- Einstein Generative AI is enabled. [Learn how to turn on generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US).
- [Turn On Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_enable_grounding.htm&type=5&language=en_US).
- Turn on and set up Service AI Grounding for Knowledge and Case. [Learn how to set up Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&type=5&language=en_US).
- The Case.SendEmail quick action is on the Case Page layout. [Learn how to add the Send Email quick action](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&type=5&language=en_US).

These steps are recommended, but not mandatory.

- To draft email responses by using multiple knowledge articles, [set up Agentforce Article Recommendations for Cases](https://help.salesforce.com/s/articleView?id=service.agentforce_article_recs_for_cases_set_up.htm&type=5&language=en_US).
- Einstein Article Recommendations is enabled with an in-process or completed model build. [Learn how to set up Einstein Article Recommendations](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_set_up.htm&type=5&language=en_US).

Next, follow these steps.

1. **[Enable Service Replies for Email](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_enable.htm&release=264.0.0&type=5)**  
    To get started, turn on Service Replies for Email.
2. **[Allow Public Article Sharing](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_allow_public_article.htm&release=264.0.0&type=5)**  
    Allow public knowledge article sharing so that Einstein can access your company’s trusted knowledge content.
3. **[Give Service Reps Access](https://help.salesforce.com/s/articleView?id=service.reply_recs_servicec_replies_email_give_agents_access.htm&release=264.0.0&type=5)**  
    Give service reps access to Service Replies for Email in the Einstein Reply Recommendations component by assigning them a permission set.