Turning the enhance writing generative AI feature off or on

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<p id="docs-hc-snippet" style="display: none;">The enhance writing generative AI feature automatically improves the content of agent comments and macro content in different ways:</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Admins can turn the enhance writing generative AI feature on or off and control which groups can use it. When enabled, you can rewrite agent comments and macro content to expand, simplify, change tone, or use a custom prompt, with optional rewrite in your tone for guided conversations. The feature is available on supported plans and languages, and data is not used to train OpenAI models.</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">The enhance writing generative AI feature automatically improves the content of agent comments
and macro content in different ways:</p>
<ul class="ul" id="zug_ai_gen_ai_admin__ul_l1s_rj1_xcc">
<li class="li">
<strong class="ph b">Expand</strong>: Rephrases agent comments or macro content with additional
language.</li>
<li class="li">
<strong class="ph b">Simplify</strong>: Rephrases agent comments or macro content 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 an agent comment or macro content so
that it sounds more conversational. </li>
<li class="li">
<strong class="ph b">Make more formal</strong>: Changes the tone of an agent comment or macro content so
that it sounds more professional. </li>
<li class="li">
<strong class="ph b">Write a custom prompt</strong>: Changes the content of an agent comment based on the
custom instructions entered to enhance or adjust text.</li>
</ul>
<p class="p">(Copilot add-on only) If you've turned on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8761641980698" target="_blank">Communication guidelines</a>, the <strong class="ph b">Rewrite in your tone</strong>
option is also available. This tool rephrases agent comments to match the ongoing ticket
conversation and any guidelines you've defined.</p>
<p class="p">You can find information about <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01K1XP7BZ4W25KMKR24VV8ZKK5" target="_blank">supported languages</a> for the enhance writing
tools in the Zendesk language support article.</p>
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<span class="notetitle">Note:</span> OpenAI will not use your data to train its models or improve its services. For more
information about how your data is protected, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5729714731290" target="_blank">Zendesk AI Data Use Information</a>.</div>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_ai_gen_ai_admin__ul_dh1_1k1_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362" target="_blank">Enhancing ticket comments using generative
AI</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9882403344410" target="_blank">Enhancing macro content using generative
AI</a></li>
</ul>
<p class="p">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.</p>
<p class="p">To manage the generative AI writing tools for your help center content, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10394259637402" target="_blank">Turning the generative AI writing tools for Knowledge off or
on</a>.</p>
<p class="p"><strong class="ph b">To turn enhance writing off or on</strong></p>
<div class="p">
<ol class="ol" id="zug_ai_gen_ai_admin__ol_bs2_kxy_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="zug_ai_gen_ai_admin__image_u44_bh1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Agent copilot &gt; Writing</strong>.</span></li>
<li class="li">Select <strong class="ph b">Enhance writing</strong>.<p class="p"><img class="image img-screenshot" id="zug_ai_gen_ai_admin__image_ptp_jp1_n3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_enhance_writing_settings_updated.png" width="500"></p>
</li>
<li class="li">In the <strong class="ph b">Who has access</strong> field, search for and select the groups that should
be able to use the enhanced writing feature. By default, all groups have
access.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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