Enhancing macro content using generative AI

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<p id="docs-hc-snippet" style="display: none;">When the enhance writing generative AI feature is turned on, you can use the following writing tools to improve the content of yourmacrosin different ways:</p>
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<p id="docs-ai-summary-content">Enhance your macro content using generative AI tools to expand, simplify, or adjust the tone of your responses. Use the "Expand" feature to add detail, "Simplify" to make text concise, and adjust tone to be more friendly or formal. These tools help improve agent responses, save time, and maintain a consistent tone across communication channels.</p>
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<div class="note attention">
<span class="attentiontitle"></span> Generative AI writing tools are available on Suite and Support
Professional plans and above, with a usage allowance that resets monthly. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10269211633050#topic_ydw_1rx_23c" target="_blank">Understanding monthly Copilot allowance
usage</a>.</div>
<p class="p">When the enhance writing generative AI feature is turned on, you can use the following
writing tools to improve the content of your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034" target="_blank">macros</a> in different ways:</p>
<ul class="ul" id="ai_summarize_enhance__ul_oqh_bwc_3xb">
<li class="li">
<strong class="ph b">Expand</strong>: Rephrases the content of a macro with additional language.</li>
<li class="li">
<strong class="ph b">Simplify</strong>: Rephrases the content of a macro to be more concise and focus on
the main idea.</li>
<li class="li">
<strong class="ph b">Make more friendly</strong>: Changes the tone of the macro content so that it sounds
more conversational.</li>
<li class="li">
<strong class="ph b">Make more formal</strong>: Changes the tone of macro content so that it sounds more
professional.</li>
</ul>
<p class="p">Writing tools for macros leverage generative AI to improve agent responses, save time by
reducing the need for manual editing, and help you maintain a consistent tone across
support channels. You can use writing tools for both shared and personal macros. Only
admins can create or edit shared macros.</p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="ai_summarize_enhance__ul_qj5_5vc_3xb">
<li class="li"><a class="xref" href="#topic_r5d_xvc_3xb">Expanding macro content</a></li>
<li class="li"><a class="xref" href="#topic_hg5_2tp_q2c">Simplifying macro content</a></li>
<li class="li"><a class="xref" href="#topic_w25_xvc_3xb">Changing the tone of a macro</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="ai_summarize_enhance__ul_fhf_2gd_w1c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6948495103002" target="_blank">Turning on the enhance writing generative AI
feature</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_r5d_xvc_3xb">
<h2 class="title topictitle2" id="ariaid-title2">Expanding macro content</h2>
<div class="body">
<p class="p">You can use the expand feature when creating or editing a macro to rephrase the text
with additional language.</p>
<p class="p">For example, say you initially type the following:</p>
<ul class="ul" id="topic_r5d_xvc_3xb__ul_h4n_4bf_jxb">
<li class="li">“Thank you for contacting support. We are looking into your issue.”</li>
</ul>
<p class="p">The <strong class="ph b">Expand</strong> option might change this text to: </p>
<ul class="ul" id="topic_r5d_xvc_3xb__ul_jns_4bf_jxb">
<li class="li">“Thank you for contacting support. We are currently reviewing your issue and
will update you with a resolution shortly. Please feel free to reply if you have
any additional information.”</li>
</ul>
<p class="p"><strong class="ph b">To expand macro text</strong></p>
<ol class="ol" id="topic_r5d_xvc_3xb__ol_e4n_ryc_3xb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_r5d_xvc_3xb__d8e1120" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Macros</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034#topic_zh2_4nw_4y" target="_blank">Create</a> a new macro or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034#topic_zh2_4nw_4y" target="_blank">edit</a> an existing macro.</li>
<li class="li">In the Actions section, add or edit one of the following actions: <ul class="ul" id="topic_r5d_xvc_3xb__ul_wsr_c1z_chc">
<li class="li"><strong class="ph b">Comment/description</strong></li>
<li class="li"><strong class="ph b">Side conversation via email</strong></li>
<li class="li"><strong class="ph b">Side conversation via child ticket</strong></li>
</ul>
</li>
<li class="li">Click the <strong class="ph b">Enhance writing</strong> icon (<img class="image" id="topic_r5d_xvc_3xb__image_ljs_bzc_3xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/enhance_writing_icon.png">) in the macro text composer and select
<strong class="ph b">Expand</strong>. <p class="p"><img class="image img-screenshot" id="topic_r5d_xvc_3xb__image_wvc_2ny_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_writing_tools_macro_expand.png" width="400"></p>
<p class="p">The system uses AI to generate additional text that expands the
content of the reply.</p>
</li>
<li class="li">Read through the expanded text to verify that it says what you want to
say.<p class="p">You can press <strong class="ph b">cmd</strong> + <strong class="ph b">z</strong> to return to the previous version
if needed.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hg5_2tp_q2c">
<h2 class="title topictitle2" id="ariaid-title3">Simplifying macro content</h2>
<div class="body">
<p class="p" dir="ltr">You can use the simplify feature to rewrite macro text in a more concise
manner by using fewer words and focusing on the main idea.</p>
<div class="p" dir="ltr">For example, say you initially type the following<ul class="ul" id="topic_hg5_2tp_q2c__ul_m5r_htp_q2c">
<li class="li">“Please ensure that your firewall settings allow outbound network traffic
specifically on ports 80 and 443, as permitting this traffic is essential to
maintain stable and optimal connectivity for your applications and
services.”</li>
</ul>
</div>
<div class="p">The <strong class="ph b">Simplify</strong> option might change this text to:<ul class="ul" id="topic_hg5_2tp_q2c__ul_qvf_jtp_q2c">
<li class="li">“Make sure your firewall lets traffic through ports 80 and 443 so your
connection works properly.”</li>
</ul>
</div>
<p class="p"><strong class="ph b">To simplify macro text</strong></p>
<ol class="ol" id="topic_hg5_2tp_q2c__ol_ryr_dss_chc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_hg5_2tp_q2c__d8e1120" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Macros</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034#topic_zh2_4nw_4y" target="_blank">Create</a> a new macro or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034#topic_zh2_4nw_4y" target="_blank">edit</a> an existing macro.</li>
<li class="li">In the Actions section, add or edit one of the following actions:<ul class="ul" id="topic_hg5_2tp_q2c__ul_wbm_f1z_chc">
<li class="li"><strong class="ph b">Comment/description</strong></li>
<li class="li"><strong class="ph b">Side conversation via email</strong></li>
<li class="li"><strong class="ph b">Side conversation via child ticket</strong></li>
</ul>
</li>
<li class="li">Click the <strong class="ph b">Enhance writing</strong> icon (<img class="image" id="topic_hg5_2tp_q2c__image_mkh_fss_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/enhance_writing_icon.png">) and select <strong class="ph b">Simplify</strong>.<p class="p"><img class="image img-screenshot" id="topic_hg5_2tp_q2c__image_f5n_mny_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_writing_tools_macro_simplify.png" width="400"></p>
<p class="p">The system uses AI to generate more concise text.</p>
</li>
<li class="li">Read through the simplified text to verify that it says what you want to
say.<p class="p">You can press <strong class="ph b">cmd</strong> + <strong class="ph b">z</strong> to return to the previous version
if needed.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_w25_xvc_3xb">
<h2 class="title topictitle2" id="ariaid-title4">Changing the tone of a macro</h2>
<div class="body">
<p class="p">You can change the tone of a macro to make it either more conversational or more
professional, depending on the tone dictated by your company’s brand. </p>
<p class="p">For example, say you type: “We will do our best to assist you.” </p>
<ul class="ul" id="topic_w25_xvc_3xb__ul_njy_dzc_3xb">
<li class="li">The <strong class="ph b">Make more friendly</strong> option might change this text to: “We're excited
to help you out and will do our very best to assist you!” </li>
<li class="li">The <strong class="ph b">Make more formal</strong> option might change this text to: “We shall make
every effort to provide you with the assistance you require.” </li>
</ul>
<p class="p"><strong class="ph b">To change the tone of a macro</strong></p>
<ol class="ol" id="topic_w25_xvc_3xb__ol_prd_rss_chc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_w25_xvc_3xb__d8e1120" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Macros</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034#topic_zh2_4nw_4y" target="_blank">Create</a> a new macro or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034#topic_zh2_4nw_4y" target="_blank">edit</a> an existing macro.</li>
<li class="li">In the Actions section, add or edit one of the following actions: <ul class="ul" id="topic_w25_xvc_3xb__ul_n1l_g1z_chc">
<li class="li"><strong class="ph b">Comment/description</strong></li>
<li class="li"><strong class="ph b">Side conversation via email</strong></li>
<li class="li"><strong class="ph b">Side conversation via child ticket</strong></li>
</ul>
</li>
<li class="li">Click the <strong class="ph b">Enhance writing</strong> icon (<img class="image" id="topic_w25_xvc_3xb__image_qrd_rss_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/enhance_writing_icon.png">) and select one of the following options:<ul class="ul" id="topic_w25_xvc_3xb__ul_db2_sss_chc">
<li class="li">
<strong class="ph b">Make more friendly</strong>: Changes the tone to be more conversational. </li>
<li class="li">
<strong class="ph b">Make more formal</strong>: Changes the tone to be more professional. </li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_w25_xvc_3xb__image_sjv_tny_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_writing_tools_macro_tone.png" width="400"></p>
The
system uses AI to update the text so that the tone is either more conversational
or more professional. </li>
<li class="li">Read through the updated text to verify that it says what you want to say.<p class="p">You
can press <strong class="ph b">cmd</strong> + <strong class="ph b">z</strong> to return to the previous version if
needed.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
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