AI Compose

At a glance

Location	Chat composer → AI icon
Plan	All plans, including the free tier
Related features	3

AI-powered message writing assistant. Helps you draft, rewrite, or translate messages in the chat composer. When a chat has outgoing auto-translation turned on, sending shows a preview of the AI-translated text before it goes out - you can edit the translation inline or skip translation for that one message, and exactly what you see is what gets sent. The language you pick for AI Compose is remembered per chat, with the last language you chose as the default for chats you have not picked one for, and it falls back to your interface language until you choose. That memory is kept per organization, so a language chosen while working in one organization is never applied in another, even for the same contact. In an email, AI Compose works the same way and is told the names of the files you attached, so it does not refer to an attachment that is not there. A "What the AI sees" button shows the thread exactly as the AI receives it, with personal details replaced by placeholders when redaction is on, and points to the Safety settings when it is off. With redaction on, the text you type and the perspective you give are redacted as well, not only the earlier messages. With AI switched on, opening a chat that has a saved draft starts composing from it straight away, and changing how many recent messages it reads composes again. By default AI Compose reads the last 5 messages of the conversation; you can change that number with the History control (including 0 to read none), and your choice is remembered. In a WhatsApp chat those messages include the other channels the thread is showing (emails, Human Support replies, SMS, Spun messages), so a draft can refer to an email you just sent. A "Formatting" switch next to the emoji switch lays the draft out so it is easy to read: a blank line between points, each item, option, step or price on its own bullet line, and the key facts such as prices, dates and names in bold. It is on by default in every AI Compose, and your choice is remembered. In WhatsApp chats, Spun Chat and broadcasts the bold is WhatsApp bold; in emails and support replies, where the text is shown exactly as written, it uses bullets and spacing only, with no symbols for bold. Turn the switch off for an unformatted draft. In WhatsApp chats, Spun Chat and broadcasts an eye icon on the AI output turns on a preview of the draft as the recipient will see it, with the bold and bullets rendered, under the text you can still edit; it is off until you click the eye, and your choice is remembered. If your organization has at least one article in its knowledge base, a "Use my knowledge base (uses more credits)" switch appears next to the emoji switch in WhatsApp chats, emails and Spun Chat. It is off by default and your choice is remembered. When it is on, AI Compose looks up the articles that best match the customer's latest messages and your text, and may use their facts in the draft; it does not invent facts, and if no article fits the question it writes the draft without them. A line above the draft names the articles that were used, or says that no knowledge article matched. Only your own organization's articles are searched. Because the matching article text is added to what the AI reads, a draft with the switch on uses more AI credits than one without it, and the credits are only spent when the switch is on.

How to use

1. In any chat, click the AI icon in the composer.
2. Choose: Compose new, Rewrite, or Translate.
3. Provide context or select text to rewrite.
4. If the chat's outgoing-translation setting is on, review the send-in-language preview that appears above the composer - edit it if needed, or opt out for this message - before sending.
5. To ground the draft in your own articles, turn on "Use my knowledge base" in the AI options bar (it shows only once your organization has a knowledge base article), then check the "Used:" line above the draft to see which articles it drew on.
6. Use the History control to choose how many recent messages the AI reads (5 by default).
7. Leave "Formatting" on for bold key facts, bullet lists and spacing, or turn it off for a plain draft.

Related features

• AI Summarize
• AI Translate
• Smart Replies

FAQ

• How do I use AI to write messages?
• Can AI help me compose?
• Where is AI Compose?
• Can I preview or edit the translation before I send a message?
• Why does AI Compose remember a different language in my other organization?
• Can I see what the AI reads before it writes my email?
• Does AI Compose know which files I attached?
• Can AI Compose use my knowledge base articles, and does it cost more?
• Why is there no knowledge base switch in AI Compose?
• How many earlier messages does AI Compose read?
• Can AI Compose add bold, bullet points and spacing to my message?
• Why does my AI draft have bold text and bullets?