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            Service Replies for Chat Usage and Tracking

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            Service Replies for Chat Usage and Tracking

            Service Replies charges only for the activity you use. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance.

            Required Editions

            View supported editions.

            For each generative AI feature, service rep usage depends on the size of the request and the number of requests. For Service Replies for Chat:

            • The request size depends on the length of the customer conversation, so a longer conversation creates a larger request. Einstein considers only the previous 20 chat messages for each request, so your service reps don’t rush customers or worry about conversation size.
            • A request is created for each customer or service rep turn in a conversation.
            Example
            Example

            A customer contacts your support team to reset their password.

            Customer: Hi, I’m locked out of my account and need to reset my password.

            From the first message, a request is made to Einstein. Service Replies jumps in and begins suggesting replies grounded in your knowledge base. These replies outline the password reset process and ask for relevant account information. With the click of a button, the service rep greets and posts suggested replies to your customer.

            Service Rep: Hello, I can help with that! What is the email associated with your account?

            The customer responds with the requested information.

            Customer: I think the email is example@email.com.

            Service Rep: Thank you for that. I sent a password reset link. Can you confirm you received it?

            Customer: Got it, thanks.

            Service Rep: Great! Is there anything else I can assist you with today?

            Customer: No, that’s all. Thank you!

            In this scenario the request size and frequency both contribute to usage. This case created seven requests, corresponding to each conversation turn. The first request consists of the first message with new messages added to each request. Likewise, longer messages create larger requests, which contribute to higher usage. Because fewer than 20 messages are in the conversation, the request size isn’t capped.

            Only service reps who have the Service Replies User permission set contribute to your usage.

            To learn more or get updates on your Service Replies usage, contact your Salesforce account executive.

             
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