AI Assistant: summary, priority and e-mail drafts

The AI card on record pages: it summarizes long histories, suggests priority and writes an e-mail draft in seconds.

What is the AI Assistant?

The AI Assistant is the ✨ AI card on record pages. Reading the record's fields, activity history and correspondence, it offers three kinds of help:

• Summary: Wraps the record's story into a few sentences: whoever takes over a long case gains context in seconds.
• Priority suggestion: Assesses urgency from the content (an angry customer message yields a high-priority suggestion).
• E-mail draft: Writes a reply draft fitting the record's context; you edit before sending.

Usage

1. Open a record page (a Case, for example).
2. Pick an action on the ✨ AI Assistant card in the right column.
3. The result appears in the card; move an e-mail draft into the e-mail card with one click.

Configuration

The AI Assistant is configured per org; if not enabled, the card never appears. Which objects show the card is managed via Page Layouts.

Data and privacy

• The AI processes only that record's data; it does not scan your whole org.
• Responses are suggestions: the human check before sending or deciding is yours.
• AI processing may be an activity you need to include in your privacy disclosure; manage it with the drafts on the Compliance screen.