Help Chat Agents Respond Faster with Einstein Reply Recommendations (Generally Available)
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions. Einstein Reply Recommendations is available only in English.
- Permission to create quick text
- Manage Replies for Einstein Reply Recommendations user permission
To use replies in the console, agents need the Einstein Reply Recommendations User permission set, which comes with the add-on license.
How: Turn on this feature on the Einstein Reply Recommendations page in Setup. Then, build your predictive model so Einstein can generate replies based on past closed chats. Identify the replies that you want to make available to your support team, edit them if needed—for example, to add a merge field such as the customer’s name—and publish them to quick text. Agents see recommended published replies in a Lightning Service Console component, and can select one and insert it into a chat.
Manage your published replies just like you manage quick text, and pause recommendations at any time. For example, if you update a business policy, you can pause recommendations to remove or update replies that reflect your old policy.
Important
In the Spring ’20 Einstein Reply Recommendations pilot, agents needed the View and Act On Einstein Reply Recommendations user permission to use reply recommendations. If you participated in the pilot, assign agents the new Einstein Reply Recommendations User permission set and remove the pilot user permission to ensure continued access.