Writing assistant
Draft and rephrase your own replies in your agent's tone, without handing the conversation back to Autopilot.
Sometimes you want to answer a customer personally but you do not want to spend five minutes finding the right wording. The writing assistant sits in the message composer and drafts or rephrases for you, in the tone your agent already uses.
Write with the assistant
- Open the conversation and click into the message box.
- Either write a rough version of your reply, or leave it empty.
- Use the writing assistant button under the box.
- Read what it proposes, edit it if you want, then Send.
Nothing is sent until you press Send. The assistant only ever fills the box.
The assistant is not Autopilot
These are separate features and it is worth keeping them apart:
- AI Autopilot replies to the customer without you.
- The writing assistant proposes text to you, and you decide whether to send it.
You can use the assistant on a conversation where Autopilot is off. That is the normal way to take over a customer personally while still writing quickly.
FAQ and troubleshooting
The assistant's draft is in the wrong language
The agent answers in the customer's language, including when several are mixed in one message. If a draft comes back in a language you did not expect, check which languages the agent is allowed to use in the AI Center.
Can I attach an image or an emoji?
Yes. The composer carries emoji and attachment buttons next to the assistant.
What's next?
When the agent's own reply is wrong, flag it so the team can fix the cause.