Turning the enhance writing generative AI feature off or on

The enhance writing generative AI feature automatically improves the content of agent comments and macro content in different ways:


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Admins can control the enhance writing generative AI feature, which improves agent comments and macro content by expanding, simplifying, or adjusting tone. You can choose which groups have access to this tool, which is available in the Agent Workspace and Admin Center. By default, it's enabled for all groups, but you can customize access as needed.





Generative AI writing tools are available on Suite and Support
Professional plans and above, with a usage allowance that resets monthly. See Understanding monthly Copilot allowance
usage.
The enhance writing generative AI feature automatically improves the content of agent comments
and macro content in different ways:


Expand: Rephrases agent comments or macro content with additional
language.

Simplify: Rephrases agent comments or macro content to be more concise and
focus on the main idea.

Make more friendly: Changes the tone of an agent comment or macro content so
that it sounds more conversational.

Make more formal: Changes the tone of an agent comment or macro content so
that it sounds more professional.

Write a custom prompt: Changes the content of an agent comment based on the
custom instructions entered to enhance or adjust text.

(Copilot add-on only) If you've turned on Communication guidelines, the Rewrite in your tone
option is also available. This tool rephrases agent comments to match the ongoing ticket
conversation and any guidelines you've defined.
You can find information about supported languages for the enhance writing
tools in the Zendesk language support article.

Note: OpenAI will not use your data to train its models or improve its services. For more
information about how your data is protected, see Zendesk AI Data Use Information.
Related articles:

Enhancing ticket comments using generative
AI
Enhancing macro content using generative
AI

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.
To manage the generative AI writing tools for your help center content, see Turning the generative AI writing tools for Knowledge off or
on.
To turn enhance writing off or on


In Admin Center, click
AI in the sidebar, then select Agent copilot > Writing tools.
Select Enhance writing.

In the Who has access field, search for and select the groups that should
be able to use the enhanced writing feature. By default, all groups have
access.
Click Save.



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