First, let me explain a scenario to quickly understand how service replies for email work in Salesforce Agentforce. Then I will explain how we can achieve this in Salesforce.
So, let’s say you are a support user and the customer has a question about the Wi-Fi router not working. Now, to provide the proper information for the customer’s query, you will review the relevant knowledge article.
Once you find the correct information, you type out the answer manually and send it to the customer. Isn’t it lengthy to go through all the information and respond to the customer’s query?
We can implement AI automation in Agentforce using AI agents to simplify the process. Now, I will explain how we can set up this process for auto-email replies using Agentforce agents in Salesforce.
Einstein Service Replies for Email in Salesforce Agentforce
The Einstein Service reply features help agents quickly draft emails from the knowledge article.
We know that the knowledge recommendation feature in Service Clouds shows all relevant knowledge articles on the case detail page, and agents can use them to resolve a case.
To help agents, send an email to the customer Einstein to generate replies quickly from the knowledge articles.
Once it is enabled, the agent can click the drop-down and select Draft Einstein email, and Einstein will generate the email from the knowledge article, which agents can edit and send quickly to resolve the case.
Einstein automatically reads the customer’s message and understands the problem. It quickly checks the related knowledge articles for you and finds the most helpful information.
Then, it gives you short and ready-to-send reply suggestions, so you don’t have to search or type everything yourself.
Set up Auto-Email Replies Using Agentforce Agents in Salesforce
Now, we will understand how to enable Einstein service replies for email, which helps agents draft email content quickly from the knowledge articles displayed on the recommended articles on the case detail page.
I created a new Salesforce developer org because Salesforce launched a new Developer Edition on March 3rd, 2025, which now includes Agentforce and Data Cloud.
Now, we need to enable Einstein AI. So, let’s get started with the setup. Search for the Einstein Setup and the ‘Turn on Einstein‘ option.
After that, we need to enable Agentforce. Again, search for the Agents and ‘Enable the Agentforce,’ which is the default agent for Salesforce, by clicking on the toggle button.