Set the default state for Service Replies so that your agents can decide when to get AI-generated replies in the Einstein Replies component.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To activate and se tup Einstein Service Replies: | Customize Application |
Einstein recommends replies when your customer sends the first message in a chat or messaging session. Recommendations are refreshed each time the customer sends a message. Now you can determine the default state when an agent begins a chat or messaging session. At the start of a conversation either immediately show agents replies or pause replies until an agent clicks Resume in the Einstein Replies component. Then Einstein quickly catches up on the conversation and begins drafting new replies.
- From Setup, in the Quick Find box, search for and select Einstein Reply Recommendations.
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In the setup steps, select the toggle to set the default state.
- To set Service Replies to immediately show replies when an agent begins a chat or messaging session, turn Pause Replies by Default to Off.
- To set Service Replies so that replies aren’t immediately shown and agents only see replies when they click Resume, turn Pause Replies by Default to On.