You are here:
Set Up Write with AI
Let Service reps refine, expand, or summarize their Enhanced Chat or Enhanced Messaging responses to customers with Write with AI.
Required Editions
| View supported editions. | |
This article applies to:
|
Messaging for In-App, Messaging for Web channels, enhanced WhatsApp, enhanced Facebook Messenger, enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel |
This article doesn’t apply to:
|
Standard WhatsApp, standard Facebook Messenger, and standard SMS channels |
Note Service Cloud Write with AI is available with Salesforce Foundations, or Agentforce 1
Editions with Agentforce for service and Service Cloud Write with AI add-ons.
Note Service Cloud Write with AI isn't available in the Salesforce mobile app.
Prepare Your Org and Users for Write with AI
- Enable the Service Cloud Write with AI add-on.
- Enable Einstein Generative AI. From Setup, in the Quick Find box, enter Einstein Setup, and then select Einstein Setup. Turn on Einstein.
- Enable Write with AI. From Setup, in the Quick Find box, enter Write with AI, and select Write with AI. Turn on Write with AI.
- Assign the Execute Prompt Templates permission to users.
- Set up Einstein Trust Layer to meet your company's privacy and security policies.
- Review these Data Masking limitations and guidelines for Write with AI.
Configure the Write with AI Permission Set
- From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Sets.
- Select an existing permission set, or click New.
- If creating a new permission set, enter Write with AI Users for the label, and save your changes.
- Click App Permissions, and select Write with AI.
- Click System Permissions, and select Execute Prompt Templates.
- Save your changes.
Assign the Service Cloud Write With AI Permission Set License to Users
- From Setup, in the Quick Find box, enter Users, and then select Users.
- Select the user.
- In the Permission Set License Assignments section, click Edit Assignments.
- Move Service Cloud Write with AI from Available to Enabled.
- If available, assign Einstein AI Platform User.
- Save your changes.
Assign the Write with AI Users Permission Set to Users
- From Setup, in the Quick Find box, enter Users, and then select Users.
- Select the user.
- In the Permission Set Assignments section, click Edit Assignments.
- Select the Write with AI Users permission set.
- Save your changes.
Verify Write with AI
- Open the Service Console, and start an Enhanced Chat or Enhanced Messaging session.
- Enter text in the message input field. The Refine, Expand, and Summarize buttons are available.
Troubleshoot Write with AI
If the Write with AI buttons don't appear or are unavailable, follow these steps to verify your configuration.
- Verify that you're using the desktop site. The feature is available only on the desktop site, not in the Salesforce mobile app.
- Verify that you're in an Enhanced Chat or Enhanced Messaging channel with an active conversation and text in the input field.
- Verify that the user has the Service Cloud Write with AI permission set license and the Execute Prompt Templates permission.
- Confirm that the Write with AI permission set is assigned to the user and that Write with AI is selected in the permission set.
- Verify that the feature is turned on. From Setup, in the Quick Find box, enter Write with AI, and then select Write with AI.
- Verify that Einstein is turned on and that the Einstein AI Platform is activated.From Setup, in the Quick Find box, enter Einstein Setup, and then select Einstein Setup.
Did this article solve your issue?
Let us know so we can improve!
