Einstein Email Reply (called Einstein Service Replies for Email in Salesforce Setup) uses generative AI to draft case reply emails from your Knowledge articles and case data, so service agents can review, edit and send accurate responses in seconds. This guide shows you how to set it up in Salesforce step by step.
What is Einstein Email Reply?
Einstein Email Reply is an AI-enabled feature in Salesforce Service Cloud that drafts reply emails for customer queries. It increases the productivity and efficiency of service representatives by generating relevant responses quickly and accurately.
How Does Einstein Email Reply Work?
- It uses artificial intelligence (AI) to understand the customer’s query from the email, along with the data in the fields of the case record.
- It formats the reply email using information from the Knowledge articles suggested for the case.
- It uses a built-in large language model to personalise the email, which the agent can edit before sending.
Why Use Einstein Email Reply?
- Time saving: Reduces the time spent on routine replies, so agents can focus on complex issues or proactive customer engagement.
- Better customer experience: Improves response times and helps resolve customer inquiries faster, leading to higher satisfaction.
- Operational efficiency: Optimises resource allocation and productivity within customer service teams.
How to Set Up Einstein Email Reply in Salesforce
1. Prerequisites
- Salesforce Knowledge is set up.
- Einstein Generative AI is set up.
- Einstein Service AI Grounding is completed.
- The “Send Email” quick action is added to the Case page layout.
- Agents who will use the feature are assigned the Email Response User permission set (covered in step 4).
2. Set Up Einstein Generative AI
To set up Einstein Generative AI, Data Cloud must be set up in the org. Provision Data Cloud from Setup → Data Cloud → Setup → Turn On.
Once the Data Cloud instance is created, you can see its instance and tenant endpoint.
Next, set up at least one Data Cloud admin user by assigning the Data Cloud Admin permission set to a System Administrator.
Then turn on Einstein Generative AI from Setup → Einstein Setup → Turn on Einstein.
Optionally, turn on the Einstein Trust Layer. The Trust Layer masks sensitive data before it is sent to the large language model.
Finally, turn on Einstein Feedback to allow Einstein to store generative AI audit and feedback data in Data Cloud.
3. Set Up Einstein Service AI Grounding
To turn on grounding, go to Setup → Service AI Grounding → Turn On, then choose the required and optional fields for grounding on the Knowledge and Case objects.
What is Service AI Grounding?
- Service AI Grounding tells Einstein which data to use for Service AI features such as email replies and chat replies.
- It helps Einstein understand the context of a customer’s query so it can provide relevant answers.
- The fields you select are the data Einstein draws on to generate contextual responses.
Note: In newer orgs, Salesforce may ground Service Replies with an Agentforce Data Library instead of the Service AI Grounding page. If you see the data library option in Einstein Reply Recommendations setup, select a library that contains your Knowledge articles. Learn more about Salesforce Agentforce.
4. Enable Einstein Email Reply for Cases
Go to Setup → Einstein Service Replies for Email → Turn On.
Next, allow Knowledge articles to be shared publicly: Setup → Knowledge Settings → Share Article via URL Settings → Allow users to share articles via public URLs, then add your sites.
Finally, assign the Email Response User permission set to the users who need access to the feature.
How to Use Einstein Email Reply
Open a case and fill in the required fields you selected in Service AI Grounding. Salesforce shows the Knowledge articles recommended for the case.
Click the dropdown next to an article and select Draft Einstein Email.
Einstein Generative AI drafts a personalised email based on the case data and the selected Knowledge article.
Because the email body is generated by AI, the agent must confirm that the content has been reviewed before sending it to the customer.
Need Help Setting Up Einstein for Service?
Inno Valley Works helps businesses roll out Service Cloud, Einstein and generative AI in Salesforce the right way, from Data Cloud setup to grounding and agent adoption. Explore our Salesforce managed services to get expert support for your org.
