Turning the enhance writing generative AI feature off or on

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Copilot

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Admins can control the enhance writing generative AI feature, which improves agent comments and macro content by expanding, simplifying, or adjusting tone. You can choose which groups have access to this tool, which is available in the Agent Workspace and Admin Center. By default, it's enabled for all groups, but you can customize access as needed.

Suite and Support Professional plans and above have access to generative AI writing tools on a limited, monthly basis. See Understanding monthly Copilot usage limits.

The enhance writing generative AI feature automatically improves the content of agent comments and macro content in different ways:

Expand: Rephrases agent comments or macro content with additional language.
Simplify: Rephrases agent comments or macro content to be more concise and focus on the main idea.
Make more friendly: Changes the tone of an agent comment or macro content so that it sounds more conversational.
Make more formal: Changes the tone of an agent comment or macro content so that it sounds more professional.
Write a custom prompt: Changes the content of an agent comment based on the custom instructions entered to enhance or adjust text.

(Copilot add-on only) If you've turned on Communication guidelines, the Rewrite in your tone option is also available. This tool rephrases agent comments to match the ongoing ticket conversation and any guidelines you've defined.

You can find information about supported languages for the enhance writing tools in the Zendesk language support article.

Note: 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.

Admins can turn the enhance writing feature off or on and select which groups have access. By default, this feature is turned on and works on any channel within the Agent Workspace. When this feature is turned on, generative AI writing tools are available in the composer in the Agent Workspace and in the composer for shared and personal macros in Admin Center.

To manage the generative AI writing tools for your help center content, see Turning the generative AI writing tools for Knowledge off or on.

To turn enhance writing off or on

In Admin Center, click AI in the sidebar, then select Agent copilot > Writing tools.
Select Enhance writing.
In the Who has access field, search for and select the groups that should be able to use the enhanced writing feature. By default, all groups have access.
Click Save.