Service Replies Prompt Templates

Determine how Einstein drafts replies, when you customize the Service Replies prompt templates in Prompt Builder. Specify what information Einstein includes or adjust the voice and tone so that responses fit your business needs. To get started with Einstein Service Replies in Prompt Builder, check the prerequisites then follow the setup steps.

Required Editions

Available in: Lightning Experience

Available in: Enterprise and Unlimited editions with the Einstein for Service add-on.

Before you enable Einstein Service Replies in Prompt Builder, you must have:

Customize the Context Based Standard Service Replies Prompt Templates
Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Service Replies prompt templates.
Customize the Grounded Service Replies Prompt Templates
Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Service Replies prompt templates.
Einstein Service Replies Preview Default Settings
When you turn on Einstein Service Replies in Salesforce Go, these settings become active.

Service Replies Prompt Templates

Required Editions

See Also