For a Template-Triggered Prompt Flow using the 'Service Email Summary Template Capability,' the only input available is plain Email Content text — no Case ID or record reference. Is there any way to also pass in a Case record or its fields with this specific flow type and capability, or is that a hard limitation?
#Trailhead Support #Flow #Prompt Builder #Einstein For Service
your read is correct here - this is a hard limitation, not something that you are missing in the config.
Standard capability templates have a fixed input defined by the feature that invokes them. Einstein Email Summaries fires against the email itself, so the capability hands the template the email content and nothing else.
So the way I see it you have two options here:
Option 1 - you may be able to parse the Case Id from the email text. If your org uses ref ID threading for Email-to-Case, then the case id would be in the email body, and you can use the prompt flow to parse it out.
Option 2 - build a Flex template instead. Flex templates let you define your own inputs, so you can pass the Case record and use it how you please. You can use this through a quick action / screen flow / agent action / apex - whatever works for you.
Let me know if that makes sense
Thanks
Steve
