---
schema_version: "1"
id: fd846f768c4f599b85ff16c3aab234121d1ab9634b85c83c784de20f380a6c2f
title: Set Up Service Replies 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_sr_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 26bad2e621d178492e7d12617147654770fb2030b38edde96c39891e7a83ff6a
description: Turn on Service Replies for Service Assistant for Messaging to have Service Replies populate directly in the Service Assistant component alongside the service plan steps.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Set Up Service Replies for Service Assistant (Optional)

Turn on Service Replies for Service Assistant for Messaging to have Service Replies populate directly in the Service Assistant component alongside the service plan steps.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <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>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="sp_sr_setup__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_sr_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:
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging</td>

          </tr>
          <tr class="">
            <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:
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
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        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d65708e94">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d65708e94 ">To set up Service Replies for Service Assistant:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d65708e94 ">
              <p>Customize Application OR System Admin</p>
              <p>AND</p>
              <p>Service Planner Builder permission
                set</p>
              <p>AND</p>
              <p>Service Replies User</p>
              <p>AND</p>
              <p>Prompt Template
                Manager</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Data Cloud Architect (only required if grounding replies with a
                data library)</p>
            </td>

          </tr>
        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)

Note This section provides the setup steps for Service Replies in Service Assistant. Find reference guidance in [Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&type=5&language=en_US).

Service Replies is available for setup without needing to complete the general Service Assistant setup, including creating a Service Assistant agent. However, these prerequisites are required.

- Service Assistant for Messaging is turned on from the Messaging tab of the Service Assistant Setup page.
- The Service Assistant Lightning web component is added to the record page.
- The general Service Replies feature is set up. See [Set Up Service Replies for Chat](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_chat_set_up.htm&type=5&language=en_US).

## Turn On Service Replies for Service Assistant

Turn on Service Replies for Service Assistant from the Service Replies Setup page.

1. From Setup, go to Service Replies Setup.
2. In the Service Assistant section, turn on **Service Replies for Service Assistant**.

## Assign Permissions

Assign these permission sets to your service reps to access and view Service Replies within the Service Assistant component.

- Service Replies User permission set
- Service Planner User permission set
- Prompt Template User Permission set

## Test Service Replies for Service Assistant

Confirm that Service Replies cards appear in the Service Assistant component during an active messaging session.

1. Open the Service Console and start a messaging session that meets your eligibility criteria.
2. Wait for a service reply to appear in the component. Cards appear automatically after the first messages. You don't need to take action in the component. It can take a few messages in the chat before the first card appears.
3. Review the suggested replies. To send a reply directly to the customer, click **Post**. To modify a reply before sending, click **Edit**.
    
    If replies aren't generated, try these troubleshooting steps.
    
    - Clear your browser cache, and then log out of Salesforce and back in.
    - Confirm Service Replies for Service Assistant is turned on from the Service Replies setup page.
    - Depending on your grounding sources, check either the data library or prompt templates. Make sure both are active and have no errors.

![Service Replies shown when a messaging session starts](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_setup.png)

**Considerations**

Here are few considerations when using the feature. Find more details in [Service Replies in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&type=5&language=en_US).

- Service Replies are proposed only during active messaging sessions. When the messaging session and service plans end, Service Replies also stop, and the Service Assistant component is disabled. The reply cards remain saved in the component feed as a historical record.
- Service plans and service replies operate independently and don’t have context of one another. Service plans don’t reference Service Replies as a grounding source to create plan steps. Service replies don’t reference the service plan steps as grounding source to generate the reply.
- Service replies in the component don't auto-collapse. When a new reply is generated, the previous reply doesn't collapse. Service reps must collapse each reply manually.
- If you have the standard Service Replies component installed on the record page, it becomes disabled.
- Service Replies are translated if you turn on Real-Time Translations. See [Setup Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.messaging_translate_2.htm&type=5&language=en_US).