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            Create an Action Launcher Prompt Template

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            Create an Action Launcher Prompt Template

            Configure an Einstein prompt template to instruct the generative AI engine about how to derive the action's purpose from text, such as the case subject and description.

            Required Editions

            Available in: Lightning Experience
            Available in: Starter, Professional, Enterprise, and Unlimited Editions with the required add-ons.
            User Permissions Needed
            To create and manage prompt templates in Prompt Builder: Prompt Template Manager permission set: Manage Prompt Templates and Execute Prompt Templates

            When Contact Center Agents (CCAs) want to view topics, Action Launcher first retrieves information from the related Salesforce record page. It then supplies that data to the prompt template and processes the template instructions to identify the purpose. Finally, Action Launcher recommends actions.

            A Flex prompt template is necessary to accommodate the flexible logic that's required to interpret contextual data from records. For example, configure Action Launcher on an Account page. Only prompt templates that have the Account object specified as an input appear for selection in the Lightning App Builder interface.

            The template can include other objects, such as Case, as additional inputs. If the Account page loads as a subtab of the Case page, the system makes details from both objects available. This hierarchical relationship between objects helps contextual understanding for accurate action recommendations.

            1. Create a Flex prompt template by using Prompt Builder. See Create a Flex Prompt Template.
            2. Define the instructions within the prompt template that tell the generative AI engine (Einstein) how to derive the action's purpose from the text. Make sure that the template specifies the text fields from which the purpose must be derived.
              The new template is now available to search and select in the Lightning record page. See Add the Action Launcher Component to a Page.
             
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