Einstein Service Replies for Email

Create personalized service experiences and reduce service rep handling time with AI-generated email responses, grounded in your knowledge base. When service reps select a recommended article on a case, Einstein analyzes it and then drafts an email response based on the article. You can also set up service replies to draft email responses by using up to three articles that are relevant to a case. Service reps can then review, edit, and send it from the Lightning email composer or can copy and paste it into an outside email provider.

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Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.

• Setting Up Service Replies for Email
  Personalize customer service and save service reps' time in just a few steps.
• Service Replies for Email in the Console
  Service Replies for Email generates an email response based on knowledge articles relevant to your case. Simply draft, edit, and send emails from the Case page in the Lightning Service Console.
• Set Up Service Replies for Email and Prompt Builder
  Customize and refine your Einstein Service Replies for Email prompt template in Prompt Builder to maximize its use for service reps during case resolution.
• Use Pre-Made Email Templates to Draft ‌Service Emails
  Ask Einstein generative AI to draft some of your most common types of emails, such as introductions and follow-up nudges. Einstein pulls in the customer’s name and information from a case to customize your email, creating a personalized output every time.
• Service Replies for Email 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.