| Add-on | Copilot |
You must have the Copilot add-on to use this feature.
The enhance writing feature, which is part of agent copilot, can help you improve the content of your ticket comments in different ways:
- Expand: Rephrases the content of your comment with additional language.
- Make more friendly: Changes the tone of your comment so that it sounds more conversational.
- Make more formal: Changes the tone of your comment so that it sounds more professional.
Enhance writing (0:56)
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Expanding a comment you're composing
You can use the expand feature in the composer to save time while responding to a customer.
For example, say you initially type the following comment:
- "Sorry to hear, products are checked so damage happened in shipping. Replacement model sent urgently with different company. Gift included in package."
The Expand option might change this text to:
- "Hello Customer, I’m sorry to learn about the issue. The products are inspected, so the damage occurred during shipping. A replacement model is being sent out promptly via a different company. A gift will also be included in the package."
To expand a comment
- In the composer, type the main ideas of your reply.
- Select the text you want to expand on. If you don’t select any text, the entire reply is expanded on.
- Click the Enhance writing icon (
) and select Expand.
The system uses AI to generate additional text that fleshes out the reply.
- Read through the expanded text to verify that it says what you want to say.
- Click Submit to update the ticket with the expanded reply.
Changing the tone of a comment you're composing
You can change the tone of your comment to make it either more conversational or more professional, depending on the tone dictated by your company’s brand.
For example, say you type: “We will do our best to assist you.”
- The Make more friendly option might change this text to: “We're excited to help you out and will do our very best to assist you!”
- The Make more formal option might change this text to: “We shall make every effort to provide you with the assistance you require.”
To change the tone of a comment
- In the composer, type your reply.
- Select the text you want to change the tone for. If you don’t select any text, the tone of the entire reply is changed.
- Click the Enhance writing icon () and select one of the following options:
- Make more friendly: Changes the tone to be more conversational.
-
Make more formal: Changes the tone to be more professional.
The system uses AI to update the text so that the tone is either more conversational or more professional.
- Read through the updated text to verify that it says what you want to say.
- Click Submit to update the ticket with the updated reply.
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