ReplyText

A text reply generated by Einstein Reply Recommendations that is based on closed chat transcripts. Admins review replies and publish them to quick text, editing them as needed. Einstein recommends relevant published replies to support agents in the Lightning Service Console, and agents can insert replies into chats or messaging sessions. This object is available in API version 49.0 and later.

Because the replies generated by Einstein are taken from closed chats with your customers, they may contain customer data. You can edit replies before they are recommended to agents.

Important

Supported Calls

delete(), describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), update()

Fields

Field	Details
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description Eight-digit auto-generated number identifying the reply.
RawTextMessage	Type textarea Properties Description The text of the reply.
Source	Type picklist Properties Filter, Group, Restricted picklist, Sort Description Indicates who last modified the reply. Possible values are: `EINSTEIN_GENERATED`—Reply was generated by Einstein and has not been edited. `USER_EDITED`—Reply was generated by Einstein and then edited by a user. `USER_GENERATED`—This value is not currently in use.
Status	Type picklist Properties Filter, Group, Restricted picklist, Sort Description The status of the reply. Possible values are: `NEW`—Einstein has generated the reply and it hasn’t yet been published. `PUBLISHED`—The reply has been published to quick text. When the reply recommendation model is activated, the reply can be recommended to support agents. `PUBLISH_FAILED`— An attempt to publish the reply to quick text failed. Publishing failure can be due to validation errors, access errors, or corrupted files. To hide the reply from the list of generated replies, delete it.

Usage

To get started with Einstein Reply Recommendations, create a predictive model that analyzes closed chats for frequently used text snippets. When the model is ready, Einstein generates a list of these snippets as ReplyText records for you to review and publish, or convert, to quick text. ReplyText records appear on the Einstein Reply Recommendations Setup page.

You can select one or more replies to publish at a time. If you publish a single reply, you can edit the reply text during publishing. If you publish multiple replies at once, you can edit each reply’s text on the quick text page after publishing is complete. Replies aren’t recommended to support agents until you activate your reply recommendation model.

When a reply is published, a corresponding QuickText record is created. During publishing, select a quick text folder to add the replies to and make sure that agents have access to the folder. To edit a reply after it is published, edit the related quick text record.

Einstein generates the list of replies only once, when your model finishes building. It’s not possible to generate a new list.

Copyright

Rights of ALBERT EINSTEIN are used with permission of The Hebrew University of Jerusalem. Represented exclusively by Greenlight.

Object Reference for Salesforce and Lightning Platform

ReplyText

Supported Calls

Fields

Usage