First, let me explain a scenario to quickly understand how Einstein service replies for email in Salesforce Agentforce works. Then I will explain how we can achieve this in Salesforce.
So, let’s say you are a support engineer and the customer has a question about the Wi-Fi router not working. Now, to get the proper information related to the user’s query, you will go through the related knowledge article that you have.
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 using Einstein in Agentforce to simplify the process. Now, further, I will explain how we can set up to automate this process using Einstein service replies.
Einstein Service Replies for Email in Salesforce Agentforce
The Einstein Service reply features also help agents quickly draft emails from the knowledge article. We know that the knowledge recommendation feature in Service Clouds recommends all the relevant knowledge articles right on the case detail page, and agents can use that to resolve a case.
To help agents, send an email to the customer Einstein for replies that can help generate the email quickly from the knowledge articles.
Once it is enabled, the agent can click on the drop-down and select Draft Einstein email, and Einstein will generate the email from the knowledge article, which agents can edit and send the email 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 Einstein Service Replies For Email in Salesforce Agentforce
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 have created a new Salesforce developer org because Salesforce launched a new Developer Edition on March 3rd, 2025, which now comes complete with Agentforce and Data Cloud.
Now, we need to enable Einstein AI. So, let’s go to setup. Search for Einstein Setup and Turn on the 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.