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Set Up Conversation Catch-Up for Service Assistant (Optional)
Set up Conversation Catch-Up to surface AI-generated summary cards for service reps in the Service Assistant component during active messaging sessions.
Required Editions
| View supported editions. | |
 This article applies to: |
Service Assistant for Messaging |
 This article doesn't apply to: |
Service Assistant for Case |
| User Permissions Needed | |
|---|---|
| To set up Conversation Catch-Up for Service Assistant: | Customize Application OR System Admin AND Service Planner Builder permission set AND Work Summaries User permission set AND View Conversation Catch-Up permission set |
Conversation Catch-Up is available in Service Assistant without completing the general Service Assistant setup. However, you must complete these prerequisites.
- You set up the general Conversation Catch-Up feature. See Show Service Reps and Supervisors Midconversation Summaries.
- You turned on Service Assistant for Messaging from the Messaging object tab of the Service Assistant Setup page.
- You installed the Service Assistant Lightning web component on the messaging record page.
Turn On Conversation Catch-Up for Service Assistant
Turn on Conversation Catch-Up for Service Assistant from the Einstein Work Summaries Setup page.
- From Setup, go to the Einstein Work Summaries Setup page.
- Make sure that Einstein Work Summaries is turned on.
-
Select the Conversation Catch-Up tab and then turn on Conversation Catch-Up for Service
Assistant.
Assign Permissions
Assign service reps these permissions to access and view Conversation Catch-Up summaries in the Service Assistant component.
- View Conversation Catch-Up
- Work Summaries User
- Service Planner User
Test Conversation Catch-Up for Service Assistant
Confirm that Conversation Catch-Up cards show in the Service Assistant component during an active messaging session.
- Open the Service Console and start a messaging session.
- Make sure that the transcript has a few messages from both the customer and the service rep.
- Transfer the session to a different user.
- Wait for a Conversation Catch-Up card to appear in the component. Cards are generated automatically when the service rep accepts the transfer. You don't need to take action in the component. It can take up to a minute for the card to show in the chat.
