Announcing generative AI writing tools for macro content

Announced on | Rollout starts | Rollout ends
October 29, 2025 | October 21, 2025 | November 04, 2025

As part of the Copilot add-on, you can now enhance the content of your macros with generative AI writing tools directly within the create macro flow in Admin Center.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

When the enhance writing generative AI feature is turned on, the writing tools menu will now be available when you're writing or editing content for a macro. Writing tools leverage generative AI capabilities to help you write macros in the following ways:

Expand: Rephrases the content with additional language.

Simplify: Rephrases the content to be more concise and focus on the main idea.

Make more friendly: Changes the tone of your content so that it sounds more conversational.

Make more formal: Changes the tone of your content so that it sounds more professional.

Write a custom prompt: Changes your content based on the custom instructions you enter that enhance or adjust the text.
This option will be available for macros by November 04, 2025.

Why is Zendesk making this change?

Zendesk is making this change to provide you with a way to quickly edit and generate content when creating or editing macros so that you can reduce the time it takes to manage your macros.

What do I need to do?

Make sure that the enhance writing generative AI feature is turned on. To learn more, see Enhancing macro content using generative AI.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.