---
schema_version: "1"
id: 1154560fd4c7f8e67bbfb0c4ba69e60a97bcfbbf0f1214d6704267ee4b1a35e7
title: Set the Default State
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_replies_default_state.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_replies_default_state.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bf16f839322cc1e4080bba7bdceedec965f2926635ff1aa8e25836f1becf8b10
description: Set the default state for Service Replies so that your agents can decide when to get AI-generated replies in the Einstein Replies component.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Set the Default State

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

<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%">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d82317e57">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d82317e57 ">To activate and se tup Einstein Service Replies:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d82317e57 ">Customize Application</td>

          </tr>
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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.

1. From Setup, in the Quick Find box, search for and select **Einstein Reply Recommendations**.
2. In the setup steps, select the toggle to set the default state.
    
    ![The Service Replies default state setup.](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/service_replies_pause_setup.png)
    
    1. To set Service Replies to immediately show replies when an agent begins a chat or messaging session, turn Pause Replies by Default to **Off**.
    2. 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**.