To have Einstein predict and fill the conversation summaries at the end of a messaging
session, create a quick action that stores the generated summary. Then, add the Wrap Up
component where the service reps work, map the generated outputs to Salesforce object fields,
and activate work summaries for messaging sessions. By default, summaries are generated
automatically when a conversation ends, and service reps review and save it. To save summaries
automatically without service rep review, turn on automatic saving.
Required Editions
Work Summaries for Enhanced Messaging is available in Arabic, Amharic, Chinese (Simplified),
Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew,
Hindi, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian),
Portuguese (European), Romanian, Russian, Spanish (Mexico), Spanish (Spain), Swedish, Thai,
and Turkish.
- Create a Quick Action to Store the Generated Messaging Session Summaries
Create a quick action that stores the generated enhanced messaging session summaries in the fields of a Salesforce object. For example, the action stores messaging session summaries in Case object fields.
- Add the Wrap Up Component to the Messaging Session Record Page
To let service reps generate and view the messaging session summaries, add the Wrap-Up component to the Messaging Session record page in the console.
- Map Outputs to Messaging Session Summary Fields
To store the generated Summary, Issue, and Resolution outputs, map these outputs to fields of the MessagingSession object or one of its related objects. You must map these fields before you can activate work summaries for the service channel.
- Activate Work Summaries for Enhanced Messaging Sessions
To enable service reps to generate and store messaging session summaries, activate work summaries for messaging sessions.
- Manage Automatic Generation and Saving of Messaging Session Summaries
Work Summaries for Enhanced Messaging generates a summary automatically as soon as the service rep or customer ends a conversation. By default, the summary appears on the console for service reps to review and save. To save summaries automatically without service rep review, turn on Automatically Save Summaries.
- Customize the Work Summaries for Enhanced Messaging Prompt Template
Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates. Customize the Summarize Messaging Session prompt template in Prompt Builder to specify what information Einstein includes and how to format that information or adjust the voice and tone so that responses fit your business needs.
