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Customize the Context Based Standard Service Replies Prompt Templates
Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Service Replies prompt templates.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited editions with the Einstein for Service add-on. |
| User Permissions Needed | |
|---|---|
| To create and manage prompt templates in Prompt Builder: | Prompt Template Manager permission set |
| To create and manage retrievers: | Data Cloud permission set |
| To run prompts with Einstein Search: | Data Cloud User permission set |
For Contextual Service Replies template types, the LLM drafts responses based on conversation context only.
To customize the Draft Service Replies from Context prompt template, we recommend that you edit the standard prompt templates and save a new version. In the standard prompt template we’ve added the key pieces of a successful prompt, including instructions for the LLM, data resources, and relevant inputs like the conversation transcripts. If you save a new version of the template, you can still add and test your own instructions.
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From Setup, in the Quick Find box, search for and select Prompt
Builder. Under Prompt Templates are two Service Replies prompt templates with the
Contextual Service Replies template type:
- Draft Service Replies from Context - Live Chat
- Draft Service Replies from Context - Messaging Session
If you prefer to use contextual responses instead of grounded responses, set all grounded prompts to Inactive in Prompt Builder.
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To edit the standard prompt template, select it and you're redirected to the Prompt
Template Workspace. Click Save As. A new version of the prompt template
opens in the workspace. For Contextual Service Replies template types, the standard prompt template user instructions include the task for the LLM, text from the conversation transcripts, and any response limits.
- To test Contextual Service Replies prompt templates, you need the conversation transcript and conversation object. Go to the Test Inputs tab, and then enter the transcript and search for the Messaging Session or Live Chat conversation object.
- Click Preview to see how your changes to the prompt template impact the LLM response. See Review, Revise, and Repeat: Ensure That a Prompt Template Is Effective.
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When you’re satisfied with the outputs, click Activate.
If there are multiple available templates, Service Replies uses the most recently modified active template version when recommending responses to users.
