You are here:
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
| View supported editions. | |
This article applies to:
|
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 |
This article doesn’t apply to:
|
Standard WhatsApp, standard Facebook Messenger, and standard SMS channels |
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 The write with AI buttons are greyed out until you enter at least one letter of text into
the messaging input field.
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.
Did this article solve your issue?
Let us know so we can improve!
