Set Up Service Replies for Chat

Personalize customer service and save service reps' time in just a few steps.

Warning If you enable Service Replies, it replaces classic Reply Recommendations. You can’t use both features simultaneously.

1. Enable Einstein Service Replies
   To get started, turn on Service Replies.
2. Ground Replies with Data Libraries
   To get grounded replies and use prompt templates, assign a data library. Data libraries index your knowledge articles and fields, or file uploads, so that Einstein knows which information to base responses on.
3. Give Service Reps Access
   Give service reps access to Service Replies in the Einstein Reply Recommendations component by assigning them a permission set.
4. Set the Default State
   Set the default state for Service Replies so that your agents can decide when to get AI-generated replies in the Einstein Replies component.
5. Service Replies Prompt Templates
   Determine how Einstein drafts replies, when you customize the Service Replies prompt templates in Prompt Builder. Specify what information Einstein includes or adjust the voice and tone so that responses fit your business needs. To get started with Einstein Service Replies in Prompt Builder, check the prerequisites then follow the setup steps.