---
schema_version: "1"
id: 90050ea1db88a4153c38bb6fd44889d6055b02a684d895fcbafbd26d8bb2580e
title: Service Replies Prompt Templates
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_replies_prompt_builder_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_replies_prompt_builder_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 683461d34ee28c79df407c9a77db4def254df8cd2d518b1d0b7de345b97e8f12
description: 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.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# 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

<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;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> editions with the Einstein for Service add-on.</td></tr></tbody></table>

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

- [Einstein Service Replies enabled.](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_service_replies.htm&type=5&language=en_US)
- [Prompt Builder enabled.](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_enable.htm&type=5&language=en_US)
- [Data 360 enabled](https://help.salesforce.com/s/articleView?id=data.c360_a_product_considerations.htm&type=5&language=en_US).
- [A data library assigned.](https://help.salesforce.com/s/articleView?id=service.service_replies_data_libraries.htm&language=en_US)

- **[Customize the Context Based Standard Service Replies Prompt Templates](https://help.salesforce.com/s/articleView?id=service.service_replies_prompt_template_customize_context.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.service_replies_prompt_template_customize_grounded.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.reply_recs_setup_defaults.htm&release=264.0.0&type=5)**  
    When you turn on Einstein Service Replies in Salesforce Go, these settings become active.

#### See Also

- [Standard Prompt Templates](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_standard_prompt_templates.htm&type=5&language=en_US)
- [Prompt Template Types](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_standard_template_types.htm&type=5&language=en_US)