The enhance writing feature, which is part of agent copilot, automatically improves the content of agent comments and help center content in different ways:
- Expand: Rephrases the content of an agent comment or selected help center content with additional language.
- Make more friendly: Changes the tone of an agent comment or selected help center content so that it sounds more conversational.
- Make more formal: Changes the tone of an agent comment or selected help center content so that it sounds more professional.
- Simplify (help center only): Changes the content of selected help center content to be clearer and more concise.
- Summary (help center only): Displays a concise description of a help center article’s content.
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About enhance writing
Currently, the enhance writing feature is available for any languages supported by OpenAI and works on any channel within Agent Workspace.
OpenAI will not use your data to train its models or improve its services. For more information about how your data is protected, see Zendesk AI Data Use Information.
Turning on enhance writing
Admins can turn on enhance writing in Admin Center. The exact setting location depends on when you purchased the Advanced AI add-on.
(If you purchased Advanced AI on or after October 9, 2024) To turn on enhance writing
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent
copilot. - Under Writing tools, select Enhance writing.
- Click Save.
(If you purchased Advanced AI before October 9, 2024 and haven’t migrated to agent copilot) To turn on enhance writing
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Generative AI.
- Select Turn on generative AI.
- Click Save.