---
schema_version: "1"
id: f1f8b1af9fa1fcc9b97199d6727ae779d193bade1d48e42b5d11ec9ed6cfc924
title: Edit and Improve Messages with Write with AI
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/miaw_edit_and_improve_messages_with_write_with_ai.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.miaw_edit_and_improve_messages_with_write_with_ai.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c342e232220a5e0b505430bd229d9f4969855ce4c6e89d973435118c84b1d029
description: Use AI to refine, expand, or summarize responses to customers in Enhanced Chat or Enhanced Messaging.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Edit and Improve Messages with Write with AI

Use AI to refine, expand, or summarize responses to customers in Enhanced Chat or Enhanced Messaging.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="miaw_edit_and_improve_messages_with_write_with_ai__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_edit_and_improve_messages_with_write_with_ai__image_awc_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
            <strong>This article applies to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Messaging for In-App, Messaging for Web channels, enhanced WhatsApp, enhanced
            Facebook Messenger, enhanced SMS, enhanced Apple Messages for Business, enhanced LINE,
            and Bring Your Own Channel</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
            <strong>This article doesn’t apply to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Standard WhatsApp, standard Facebook Messenger, and standard SMS channels</td>

        </tr>
      </tbody>
    </table>

Before using Write with AI, verify that:

- You have the Write with AI and Execute Prompt Templates permissions.
- You're using the desktop site, not the Salesforce mobile app.
- You're in an active Enhanced Chat or Enhanced Messaging session.

Write with AI lets you take three prompted actions to enhance your message before you send it. Write with AI uses prompt builder to take the action, so every revision is unique. That means if you select Refine two different times on the same piece of text, you’ll see two different revisions.

- **Refine** corrects any spelling mistakes.
- **Expand** adds additional context to what the rep typed.
- **Summarize** tightens the message.
- Undo appears after you select at least one Write with AI action to update your text. While it’s possible to take multiple AI actions on the same text, Undo always reverts your text to its original form.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note The write with AI buttons are greyed out until you enter at least one letter of text into the messaging input field.

![The Refine, Expand and Summarize options in the messenger window.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_write_with_ai.png)

## Troubleshooting

If the Write with AI Buttons Don't Appear

- Check that you have the required permissions assigned.
- Verify that you're in an Enhanced Chat or Enhanced Messaging channel.
- Confirm that you're using the desktop site, not the Salesforce mobile app.
- Ensure that there's text in the message input field.

If the Buttons Appear but Are Unavailable

- Enter at least one character in the message input field.
- Verify that your session is active, not ended or paused.
- Check that Write with AI is turned on in Setup.

If the feature still doesn't work, contact your Salesforce admin.