Bob Buzzard Blog: October 2023

Saturday 14 October 2023

Einstein Sales Emails

Image created by StableDiffusion 2.1 based on a prompt by Bob Buzzard

Introduction

Sales GPT went GA in July 2023, and then went through a couple of "blink and you'll miss it" renames, before it's was rolled into (October 2023, so it might have changed by the time you read this!) Einstein for Sales. From the Generative AI perspective, this consists of a couple of features - call summaries, and the subject of this post - Sales Emails.

Turning it On

This feature is pretty simply to enable - first turn on Einstein for Sales in Setup:

Then assign yourself the permission set:

Creating Emails

Once the setup is complete, opening the Email Composer shows a shiny new button to draft with Einstein:

In this case I'm sending the email from the Al Miller contact record, and I've selected Al's account - Advanced Communications - from the dropdown/search widget at the bottom. This will be used to ground the prompt that is sent to OpenAI, to include any relevant details from the records in the email.

Clicking the Draft with Einstein button offers me a choice of 5 pre-configured prompts - note that Salesforce doesn't yet offer the capability to create your own prompts, although that is definitely coming soon.

Since GA this feature has been improved with the ability to include product information, so once I choose the type of prompt - Send a Meeting Invite in this case - I have the option to choose a product to refer to.

Once I choose a product, the Name and Description is pulled from the record, but I can add more information that might be relevant for this Contact - the words with the red border below. Note that there's a limited number of characters allowed here - I was within 5-10 of the limit.

Clicking the Continue button starts the process of pulling relevant information from the related account to ground the prompt, adding the guardrails to ensure the response is non-toxic, and validating the response before offering it to me:

You can see where the grounding information has been used in the response - Al's name, role and company appear in the second paragraph, and the product information (including my added info) is in the third to try to entice Al to bite at a meeting.

If I don't care for this response I can edit and tweak it, or click the button again to get a new response:

Gotchas

Note that this just adds the next response under the previous one, as you can see by the 'Best regards' at the top of the screenshot. If I don't want to use a response, it's up to me to delete it. Make sure to check the entire content before sending, as this it would be pretty embarrassing to let one go out with 4-5 different emails in it! Note also that I'm expected to add the date and time that I want to meet, to replace the

[Customize: DATE AND TIME]

I can't help thinking that we'll all start receiving emails with these placeholders still there, much like at the moment when merge fields go bad!

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