"Draft with Einstein" Action Is Not Displayed in Einstein for Service

The "Draft with Einstein" action in cases allows you to create email drafts using either standard or user-created prompt templates of the "Service Email" type.

In organizations created before the Winter '24 release that are using the old email composer, the "Draft with Einstein" action may not be displayed even after granting the necessary permissions.

Please follow the steps below to enable the new email composer and verify if the action appears.

1. Navigate to [Setup] > [Release Updates] and open the "Needs Action" tab.

2. Find the release update named "Migrate to the Lightning Editor for Email-To-Case" and click "Get Started".

3. Click "Enable Test Run" in the upper right corner of the screen to activate it.

After completing these steps, please confirm that the action is now displayed correctly. Note that you can revert to the old email composer by clicking "Disable Test Run".