Improving tone, summarizing and drafting replies

Inside a ticket the composer has AI actions that work on the conversation you are looking at.

• Draft a reply: reads the thread and proposes a complete answer you can edit.
• Improve tone: rewrites what you already typed so it stays polite and clear, useful when a conversation is tense.
• Summarize: condenses a long thread into a few lines, ideal before a hand-off.

Nothing is sent automatically. The AI writes into the composer and you decide what to change and when to press send. Treat every suggestion as a first draft: check facts, prices and dates before replying, because the model can be confidently wrong about details it cannot see.

How to use it well

1. Read the customer's last message yourself before asking for a draft; you are the one who knows the account.
2. Use draft a reply for routine questions, then delete anything the model invented and add the concrete detail: an order number, a date, a link to an article.
3. Use improve tone when you are annoyed. Write the honest version, rewrite it, send the calm one.
4. Use summarize before handing a long thread to a colleague, and paste the summary into an internal note so the context stays on the ticket.

Good to know

• AI actions run on the ticket you have open and count towards your plan's monthly AI allowance.
• The customer never sees a suggestion: nothing leaves the composer until you press send.
• Suggestions are written in the language of the conversation, so an English thread gets an English draft and a Spanish thread a Spanish one.