Einstein Conversation Catch-Up: Helping Agents Pick Up Where They Left Off
Oct 14, 2025
In a world where customer expectations keep rising, nothing frustrates a customer more than having to repeat themselves. Whether they’re following up on a support ticket, switching from chat to email, or reconnecting after days of silence—customers expect agents to just know the context.
That’s exactly where Einstein Conversation Catch-Up comes in. It ensures that your agents never start blind. Instead, they enter every conversation equipped with an AI-generated summary of past interactions—concise, context-rich, and ready to act on.
What is Einstein Conversation Catch-Up?
Einstein Conversation Catch-Up is a generative AI feature built into Service Cloud that creates instant summaries of previous conversations—whether across chat, messaging, email, or voice.
Instead of scrolling through long case histories, agents receive a single, AI-generated recap that captures key details, decisions, and customer sentiment. The result? Agents spend less time reviewing and more time resolving.
How Einstein Conversation Catch-Up Works
Captures Interaction History – AI reviews past chats, messages, emails, or call notes.
Generates a Summary – A clear recap of key issues, actions, and pending steps.
Surfaces Context in Real Time – Summaries appear directly in the agent’s workspace.
Updates Continuously – New interactions are added so the recap always stays current.
Real-World Example
Imagine a telecom customer first reported an internet outage via chat, then called to escalate, and is now emailing again.
Without Catch-Up, the agent would dig across multiple transcripts. With Einstein, they get a summary like this:
"Customer reported outage on Sept 22. Tech visit scheduled Sept 23, issue resolved temporarily. Outage recurred Sept 25. Customer frustrated, requesting permanent resolution and bill credit."
The agent knows exactly how to respond—without asking the customer to repeat a single detail.
How to Set Up Einstein Conversation Catch-Up
Enable Einstein Work Summaries
Go to Setup in Salesforce.
In the Quick Find box, type Work Summaries and select Einstein Work Summaries.
If not already on, toggle to enable.
Configure Conversation Catch-Up
Navigate to the Conversation Catch-Up tab.
Turn on Supervisor Summaries so supervisors see recaps when monitoring calls or messaging sessions.
Turn on Agent Summaries so service reps see recaps when conversations are transferred from another rep or bot.
Assign Required Permissions
Assign the Work Summaries User permission set to agents who will use this feature.
Meet the Minimum Requirements
A conversation must have at least 10 text-based entries for a summary to be generated.
Bot menus, auto-responses, and rich content don’t count toward these entries.
Confirm Language Support
Supported languages: English, French, German, Italian, Japanese, Spanish (including Mexican), Portuguese (including Brazilian), Dutch, Swedish.
If a user’s Salesforce default language is supported, they’ll see summaries in that language.
If the default language isn’t supported, no summaries are shown.
The CloudEarly Point of View
At CloudEarly, we see Einstein Conversation Catch-Up as a game changer for agent experience. It’s not just about speed—it’s about empathy. When agents walk into a conversation fully informed, they project confidence, save time, and most importantly—make the customer feel valued.
It’s one of those features that instantly pays off in higher CSAT scores, shorter handle times, and stronger loyalty.
Final Thoughts
Customer expectations won’t wait. With Einstein Conversation Catch-Up, your agents can stay ahead—delivering conversations that feel connected, seamless, and human.
When AI does the heavy lifting, your team does what they do best: serving customers with clarity and care.
