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AI writing assistance: improve, rephrase, fix and summarize a reply

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Michael

Michael

Last updated on Jun 26, 2026

📍 Where to find it: Conversations → (open a conversation) → reply area → AI button (sparkle)

While an agent is replying to a customer, the AI can help write: improve the draft, change the tone, fix spelling and grammar, shorten or expand, and even suggest a full reply. It can also summarize the whole conversation in a few lines.

How it works

In the reply area, an AI menu offers several actions. "Improve reply", "Change tone" (professional, casual, direct, confident, friendly) and "Fix spelling" rework your draft. "Suggest a reply" generates a reply from the context of the conversation. "Summarize" produces a summary. You review the result, you can ask for an adjustment, then you accept it before sending — nothing is sent automatically.

Step by step

  1. Make sure an administrator has connected the OpenAI key ("Integrations" menu → "OpenAI").
  2. Open a conversation and place the cursor in the reply area.
  3. Click the AI button (sparkle icon) above or next to the reply area.
  4. Choose an action: "Improve reply", "Change tone", "Fix spelling", "Suggest a reply" or "Summarize".
  5. Review the suggested text; if needed, ask for a change in the follow-up field.
  6. Click "Accept" to insert the text into the reply area, then send when you are satisfied.

Good to know

  • The AI replies in the language of your draft; write a few words to steer the tone.
  • "Suggest a reply" and "Improve" are only offered in Reply mode (not in a private note).
  • Always check the generated content before sending: you remain responsible for the message.
  • This feature uses calls on your OpenAI account.