The Smart Compose feature assists agents in crafting high-quality responses faster by rephrasing (in a friendly and professional tone), expanding, and correcting grammar and spelling. Reducing the time spent composing messages boosts agent productivity while improving the quality and consistency of responses.
Key Benefits
- Rephrase (Friendly Tone): Offers alternative wording to maintain clarity while adding a warm, personable touch.
- Rephrase (Professional Tone): Provides alternative wording to ensure messages are clear, formal, and professional.
- Expand: Allows agents to enhance brief messages with additional details or context, improving clarity.
- Grammar & Spell Check: Automatically detects and corrects grammar and spelling errors, ensuring messages are error-free and polished.
Note: The Smart Compose feature currently supports English and is most effective for crafting responses to customer queries quickly and efficiently.
Composing Messages with AI
The Smart Compose feature allows agents to seamlessly compose messages to customer queries with improved quality.
To use Smart Compose for your responses, follow the steps given below:
- Log in to your Helpshift account.
- Go to the Issues section and select the conversation you want to respond to.
- Start drafting a response in the text box.
- Click the Agent Copilot icon (
) below the text input area in the Issue conversation pane.
- Click Smart Compose.
The Smart Compose pop-up will appear.
- Select a function:
- Choose REPHRASE, EXPAND, or GRAMMAR AND SPELL CHECK from the options given in the Smart Compose pop-up.
- For rephrasing, select the tone (Friendly or Professional).
Evaluate the AI generated response displayed in real time under Preview.
- Once confirmed, click REPLACE TEXT to replace your response.
The Smart Compose pop-up also includes options for providing feedback.
If you rate the AI generated responses with a thumbs-down, a text field will appear for you to input your feedback. Type your comments and click Submit to share your thoughts to improve your experience.
Available Functions
The Smart Compose feature allows agents to enhance their responses using AI. The table below outlines the available functions:
| Function | What It Does | Example |
| Rephrase (Friendly Tone) | Provides a warm, conversational alternative to make interactions more personable. |  |
| Rephrase (Professional Tone) | Offers a formal and clear alternative, ensuring professional communication. |  |
| Expand | Adds context or details to brief responses for more comprehensive communication. |  |
| Grammar and Spell Check | Identifies and corrects grammar and spelling errors in real time to ensure error-free communication. |  |
Once an agent applies a function, the system generates response suggestions in real time. Agents can review, edit, and incorporate the output into their responses as needed.
Data Privacy & Security
The system masks any Personally Identifiable Information (PII) to safeguard customer privacy before sending data to the AI model. Our OpenAI Enterprise license enforces a strict zero data retention policy, safeguarding sensitive customer information. Agents should review input text carefully to ensure no personal data is included.
Note: We have foundational analytics capability for the Smart Compose feature. For more details, refer to Smart Compose Analytics.