--- schema_version: "1" id: a6750551d7475aeba4dd16aa31afa617045592e576174a654d20cdf74b105bb9 title: Service Assistant for Messaging Features collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_features_msg.md canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_features_msg.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 51858dbb541e9b912857cfcbb7174e4b776f96f51817ff201cadea156e6a61b0 description: Review the optional features for Service Assistant for Messaging that add to the general Service Assistant features. products: - Service Cloud - Service Intelligence release: "264" --- # Service Assistant for Messaging Features Review the optional features for Service Assistant for Messaging that add to the general Service Assistant features. ### Required Editions
View supported editions.
## Automatically Start Dynamic Plans Service Assistant starts a dynamic plan as soon as the service plan summary is generated, so service reps don't click Start Plan. This allows reps to get started resolving the issue faster. A plan only starts automatically after these requirements are met. - The record meets your [eligibility criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&language=en_US&type=5). - The chat session contains enough context for Service Assistant to identify the issue. To use this feature, turn it on from the Service Assistant Setup page. No other setup or permissions are required. When turned on, the Start Plan button isn't shown in the plan summary. See [Setup Service Assistant for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&language=en_US&type=5). ![Service plan with no Start Plan button](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_msg_auto_start.png) ## Service Replies A capability of Service Assistant that surfaces AI-generated suggested reply cards in the Service Assistant component during active messaging sessions. Service reps can post or edit a reply before sending it to the customer. Service Replies and service plans operate independently. Suggested replies aren't used as grounding for service plans, and service plan steps aren't used to generate suggested replies. When a rep posts a reply, it enters the conversation and becomes available as context for future plan steps. See [Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&language=en_US). ![Service Replies shown in the component alongside service plan steps](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_sr_workflow.png) ## Conversation Catch-Up Conversation Catch-Up is a capability of Service Assistant that surfaces an AI-generated summary card in the Service Assistant component. The card captures the key points of an active conversation, so reps get up to speed without reading the entire transcript. When a voice call is transferred, the rep who takes over sees a summary card of the previous interaction and picks up right where the previous rep left off. See [Set Up Conversation Catch-Up for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_ccu_setup.htm&type=5&language=en_US). ![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) ## Related Record Grounding Give service reps more contextual, detailed plan steps by grounding Service Assistant in related-record data. A default prompt template retrieves Account and Case data related to the messaging session, and Service Assistant references the data, along with your other grounding sources, each time it creates a plan step. To ground on data from other objects and fields, modify the prompt template. To use this feature, turn on Include Context from Related Records on the Messaging tab of the Service Assistant Setup page, and then configure the prompt template. Both the ServicePlanner User and your service reps need access to the objects and fields that the prompt template references. - Reference: [Grounding Messaging Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_msg.htm&type=5&language=en_US) - Setup: [Set Up Related Record Grounding for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_msg.htm&type=5&language=en_US).