---
schema_version: "1"
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title: Let Service Reps Edit Chat and Messaging Responses with AI
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_write_with_ai.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_write_with_ai.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 19600c16e7f3679b2969996e22e8e0b59df3a7da43134749648f3e25c7338028
description: 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.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Let Service Reps Edit Chat and Messaging Responses with AI

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](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US).

**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.

![The Refine, Expand or Shorten options in the message window.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-salesforce_release_notes-260-0-0-production-enus/ba62a63b-6cd1-440e-8d24-e867afab0363/salesforce_release_notes/images/rn_miaw_write_with_ai.png)