Title
Intelligent Responses
Published Body

Transform your Customer 360 data into "Intelligent Responses." Starting in version 9.39 of Email to Case Premium, we've given Canned Responses the ability to invoke Flows. You can use your Salesforce data and generative AI in your Canned Responses to help Support Agents quickly draft precise, tailored responses that boost productivity and enhance customer satisfaction while maintaining a personal touch.

 

To use Intelligent Responses, you will need:

  • Canned Responses enabled in the Email to Case Premium Setup Wizard
  • Access to create/edit Canned Responses
  • Access to create/edit Flows
    • For Salesforce Administrators configuring “Intelligent Responses”, Vicasso provides a sample "Canned Response Template" Autolaunched Flow Template, which should be saved as a new Flow for further customization. For the Flow to be available for use in Canned Responses, the "E2CP_CaseId" text variable needs to be marked as available for input, and the "E2CP_Output" text variable marked as available for output. If these are not defined in the Flow, it will not be available for use on Canned Responses.
  • If generating AI content, Einstein Generative AI features, including Prompt Builder, purchased outside of Email to Case Premium have to be enabled in your Salesforce Org! Please note that a token credit is used every time an Intelligent Response is used and its contents are generated via AI.
  • Access to the New Comment Page
    • Intelligent Responses are Canned Responses that reference Flows and are denoted by Salesforce's sparkle icon. The referenced Flows may or may not invoke AI functions, but the sparkle icon will always be present to identify an "Intelligent Response", even if a Flow does not contain AI.

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How to edit the packaged Canned Response Template Flow to call out an AI Prompt Template built via Salesforce's Prompt Builder:

1) Navigate to Salesforce Setup | Flows, and locate "Canned Response Template"

2) Once opened, the Flow looks like:

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3) Add a new Action Element, search, and select the Prompt Response action you wish to use

4) Fill in the Label, and API Name, optionally give it a description, and for RelatedEntity, enter 'Case from Retrieve Case Record'. Save.

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5) Add a new Assignment Element to the Flow to populate the response output. For the variable, add 'E2CP_Output equals Outputs from Draft AI Response > promptresponse', which corresponds with the output from Step 4.image.png

6) Save the Flow as a new version, since you're cloning the packaged template, and activate it. It should look like:

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How to use the newly created Flow in a Canned Response:

1) Navigate to Email to Case Premium | Canned Responses

2) Create or edit a Canned Response

3) Add the static content of the response, such as greeting and closing, and then look for the Flow by clicking Fields | Flows | Search for the Flow name:

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4) Click the Insert button to add the Flow merge field to the Canned Response:

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5) Save the Canned Response

6) Navigate to the New Comment Page to reply to a customer on a case

7) "Intelligent Responses" are Canned Responses that reference a Flow and are denoted by Salesforce's sparkle icon. They may be used from:

  • Quick Search:

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  • Advanced Search:

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Notes:

Email to Case Premium caches the generated content to avoid using extra tokens, and will only do so when the support agents click the "Run Again" button in the Advanced Search of the New Comment Page.

For instructions on how to create Prompt Builder Templates and some samples, please take a look at this knowledge article.

The instructions above are provided as-is, and are only a simple starting point example of what can be accomplished with the use of AI within Flows. Seasoned Salesforce Administrators should be able to create more robust Flows for each Organizations' use cases.

 

 

Documentation Name
Intelligent Responses