Note: These features are available to agents whom your admin has given access to HappyFox AI.
This guide shows you how to use AI Writer to fix mistakes, reword, lengthen, or change the tone of a reply or private note before you send it.
Find the AI Writer tools
- Open a ticket.
- At the bottom-left of the ticket page, select Reply. The reply editor opens at the bottom of the screen. The same tools are also in the editor when you add a private note.
- Look at the toolbar above the box where you type. After the Canned Action and Insert KB buttons, there is a group of AI tools that starts with the HappyFox AI icon:
- Correct
- Rephrase
- Expand
- A tone button, which shows Make it formal by default
AI Writer needs at least 5 characters of text. If you have typed less, a message asks you to enter a minimum of 5 characters.
Correct spelling and grammar
- Type your reply in the reply box.
- Select Correct in the toolbar.
- A suggestion panel opens above the editor and shows the corrected version of your text. For example, "hi daniel, pls try teh steps on the artcle and let me know if it dont work" becomes "Hi Daniel, please try the steps on the article and let me know if it doesn't work."
- Choose what to do with the suggestion:
- Select Replace to use it in your reply.
- Select Copy to copy it.
- Select Reset to discard it and start over.
- Select the × at the top-right corner of the panel to close the panel.
Your original text stays in the reply box until you select Replace. The panel reminds you: "AI generated content may not always be accurate. Please review before use."
Reword, lengthen, or change the tone
- Rephrase — suggests a different way of wording your text. For example, "pls send me teh report." becomes "Could you please send me the report?"
- Expand — suggests a longer version of your text. It adds wording, for example an extra polite sentence.
- Tone button — select the arrow next to it to open a list: Make it formal, Make it casual, and Make it concise. Your choice is applied right away, and the button then shows the tone you chose.
These tools open the same suggestion panel as Correct, so you can compare before you use the result.
The suggestion panel has its own toolbar with Correct, Rephrase, Expand, and the tone button, plus undo and redo arrows. You can run another tool on the suggestion before you replace your text.
Work on part of your text
You can highlight only part of your text and then select a tool in the toolbar. The suggestion panel opens with just the highlighted text. Select the tool in the panel to see the result. When you select Replace, only the highlighted text is replaced. The rest of your reply stays as it is.
Good to know
- AI suggestions can contain mistakes. Read them before you replace your text.
- You can also write a reply from a suggested resolution. See Working with AI Queues: Suggested Resolutions and Time-Sensitive Tickets.