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            Show Work Summaries for Email

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            Show Work Summaries for Email

            Have Einstein predict and fill the conversation summaries for case-associated emails, add the Email Summaries component where service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for emails.

            Required Editions

            View supported editions.
            User Permissions Needed
            To create or edit an Email Summaries prompt template:

            Prompt Template Manager permission set

            • Manage Prompt Templates

            • Execute Prompt Templates
            To use and access Work Summaries: Work Summaries User AND Execute Prompt Templates

            Work Summaries for Email is available in Salesforce's fully supported languages. Email work summaries first attempts to detect the language of an email. If it can’t detect the language of an email, work summaries defaults to displaying the summary in the Service rep’s language. If the Service rep’s language is not a supported language, it displays the summary in English (US). To use this feature, you need Email-to-Case, Einstein Generative AI and Work Summaries enabled.

            Work Summaries for Email uses the GPT-4o model. You can view the input limits for each model here.

            Work Summaries for Email has a token limit of 65,000 tokens per generated response. Emails and conversations larger than the limit can't be summarized: if an email is very large, Salesforce may truncate the input and remove quoted content to maintain the quality of the summaries. In rare cases, this might mean some content is excluded from the summary.

            1. Add the Einstein Email Summaries Component to a Record Page
              To let service reps generate and view the email summaries, add the Einstein Email Summaries component to the record page in the console.
            2. Map Responses to Email Summary Fields
              To store Einstein’s responses, map them to fields on the EmailMessage and Case objects.
            3. Activate Work Summaries for Email
              Turn on Work Summaries for Email in your org to access these time-saving summaries.
            4. Customize Einstein Email Summaries Prompts
              Work Summaries for Email works out of the box, but you can customize its prompt based on your business needs.
             
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