---
schema_version: "1"
id: 90e33abc1ddc4caf8a9a795c3c6c67f5989c35c92b20f5f2a4f152f6f360c044
title: Customize the Context Based Standard 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_template_customize_context.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_replies_prompt_template_customize_context.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9eb40a38d1b141053316ae13c8f71ae68c53cd3dc43e37b6c99a9dc3c056f25d
description: Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Service Replies prompt templates.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# 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.

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d35293e66">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35293e66 ">To create and manage prompt templates in Prompt Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35293e66 ">Prompt Template Manager permission set</td>

          </tr>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35293e66 ">To create and manage retrievers:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35293e66 ">Data Cloud permission set</td>

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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35293e66 ">To run prompts with Einstein Search:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35293e66 ">Data Cloud User permission set</td>

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For Contextual Service Replies template types, the LLM drafts responses based on conversation context only.

To customize the Draft Service Replies from Context prompt template, we recommend that you edit the standard prompt templates and save a new version. In the standard prompt template we’ve added the key pieces of a successful prompt, including instructions for the LLM, data resources, and relevant inputs like the conversation transcripts. If you save a new version of the template, you can still add and test your own instructions.

1. From Setup, in the Quick Find box, search for and select **Prompt Builder**. Under Prompt Templates are two Service Replies prompt templates with the Contextual Service Replies template type:
    
    1. Draft Service Replies from Context - Live Chat
    2. Draft Service Replies from Context - Messaging Session
    
    ![A table of four active Service Replies prompt templates](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_prompt_templates.png)
    
    If you prefer to use contextual responses instead of grounded responses, set all grounded prompts to **Inactive** in Prompt Builder.
2. To edit the standard prompt template, select it and you're redirected to the Prompt Template Workspace. Click **Save As**. A new version of the prompt template opens in the workspace.
    
    ![The prompt workspace with the Draft Service Replies from Context - Messaging Session prompt template open with test inputs](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_prompt_builder_context_messaging_session.png)
    
    For Contextual Service Replies template types, the standard prompt template user instructions include the task for the LLM, text from the conversation transcripts, and any response limits.
3. To test Contextual Service Replies prompt templates, you need the conversation transcript and conversation object. Go to the **Test Inputs** tab, and then enter the transcript and search for the Messaging Session or Live Chat conversation object.
4. Click **Preview** to see how your changes to the prompt template impact the LLM response. See [Review, Revise, and Repeat: Ensure That a Prompt Template Is Effective.](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_review_revise.htm&type=5&language=en_US)
5. When you’re satisfied with the outputs, click **Activate**.
    
    If there are multiple available templates, Service Replies uses the most recently modified active template version when recommending responses to users.