> 📍 **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.