With Write with AI for Enhanced Chat and Messaging, service reps can instantly refine, expand, or shorten their messages to match your brand's tone, decreasing response time while improving the quality and consistency of customer interactions.
Where: This change applies to Enhanced Chat and Enhanced Messaging channels. It requires the Service Cloud Write with AI add-on. View required editions.
Who: Service reps with the Write with AI user permission can edit messages with AI in Enhanced Chat and Enhanced Messaging channels.
How: To let service reps use Write with AI, turn on the Einstein AI Platform. From Setup, in the Quick Find box, enter Write with AI, and then select Write with AI to turn on the feature . Assign users the Service Cloud Write with AI permission set license, and a permission set that includes the Write with AI and Execute Prompt Templates permissions. Service reps see the Refine, Expand and Summarize buttons in the message output. The buttons become available when text is entered in the input field. An Undo option appears after using any Write with AI action.
