---
schema_version: "1"
id: 28f7fd0c283b6ba6ebcf3137a8b2233ff99b514b01f8f9b4a3398a7c0a18d244
title: Set Up Conversation Catch-Up for Service Assistant (Optional)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_ccu_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_ccu_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 81d6a72c7d545d1aec6f719e61c7d6fb35f09577d4615fa883387dfaba316eb8
description: Set up Conversation Catch-Up to give service reps an AI-generated summary of an in-progress messaging session or voice call when they join the session or call.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Set Up Conversation Catch-Up for Service Assistant (Optional)

Set up Conversation Catch-Up to give service reps an AI-generated summary of an in-progress messaging session or voice call when they join the session or call.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
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            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="sp_ccu_setup__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_ccu_setup__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to:
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            <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging and Voice</td>

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            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to:
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            <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case</td>

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      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d89121e94">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89121e94 ">To set up Conversation Catch-Up for Service Assistant:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89121e94 ">
              <p>Customize Application OR System Admin</p>
              <p>AND</p>
              <p>Service Planner Builder permission set</p>
              <p>AND</p>
              <p>Work Summaries User permission set</p>
              <p>AND</p>
              <p style="margin-bottom:0;">View Conversation Catch-Up permission set</p>
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Conversation Catch-Up is available in Service Assistant without completing the general Service Assistant setup, including creating a Service Asssitant Agent. You only need to complete these prerequisite steps.

- Set up the general Conversation Catch-Up feature. See [Show Service Reps and Supervisors Midconversation Summaries](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_ccu.htm&type=5&language=en_US).
- Turn on Service Assistant for Messaging from the Messaging object tab of the Service Assistant Setup page.
- Turn on Service Assistant for Voice from the Voice object tab of the Service Assistant Setup page.
- You installed the Service Assistant Lightning web component on the messaging session or voice call record pages.

## Turn On Conversation Catch-Up for Service Assistant

Turn on Conversation Catch-Up for Service Assistant from the Einstein Work Summaries Setup page.

1. From Setup, go to the Einstein Work Summaries Setup page.
2. Make sure that Einstein Work Summaries is turned on.
3. Select the Conversation Catch-Up tab, and then turn on Conversation Catch-Up for Service Assistant.
    
    ![Conversation Catch-Up for Service Assistant turned on in the setup page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ccu_setup.png)

## Assign Permissions

Assign service reps these permission sets to access and view Conversation Catch-Up summaries in the Service Assistant component.

- View Conversation Catch-Up
- Work Summaries User
- Service Planner User

## Test Conversation Catch-Up for Service Assistant

Confirm that Conversation Catch-Up cards appear in the Service Assistant component during an active messaging session.

1. Open the Service Console and start a messaging session or voice call.
2. Make sure that the transcript has a few messages from both the customer and the service rep.
3. Transfer the session to a different user.
4. Wait for a Conversation Catch-Up card to appear in the component. Cards are generated automatically when the service rep accepts the transfer. You don't need to take action in the component. It can take up to a minute for the card to appear in the chat.

![Conversation Catch-Up for a messaging session](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ccu_msg_ex.png)

Considerations

- A conversation needs at least 10 text-based entries before Service Assistant can generate a summary. These entries don’t include menu selections from the customer, auto-responses, or other rich content sent as part of the conversation. You can’t change the 10 message threshold.
- Service Assistant evaluates the message threshold only once. If the service rep joins before 10 messages are present, the card doesn't appear, and Service Assistant stops monitoring the session's message count. The card still doesn't appear even after the conversation meets the 10-message threshold.
- If you have the standard Conversation Catch-Up component installed on the record page, it becomes disabled.
- Service plans and Conversation Catch-Up operate independently. The Conversation Catch-Up summary isn’t used as grounding context to generate plan steps.
- Translation of the Conversation Catch-Up card in Service Assistant isn’t supported.
- The Conversation Catch-Up card displays in the Service Assistant chat feed at the point where the service rep joins the session. This means that it can show among existing service plan steps or alongside other capabilities, like Service Replies. You can't pin it to the top of the component. The card also doesn't auto-collapse after a service rep views it.