Why does "Rewrite in your tone" change the language of my ticket comment?

Question

Enhance writing prompts are causing agents messages to be auto translated to the language detected language. Why does the language change when I use the Enhance writing function?

Answer

When you use the generative AI function to rewrite in your tone, the generated response from AI defaults to the language detected in the ticket.

This is expected behavior, even if your agent is drafting their response in English or another language that is different from the ticket. The Rewrite in your tone feature is designed to adapt the input text’s language, tone, context, and writing style to match the ticket conversation.

As a workaround, you can use other options to enhance the writing such as Make more formal or Make more friendly to keep the language the same as the input language, rather than the language detected in the ticket.