Assist AI is a set of writing tools built into the message composer. It has four tools — Proof, Tone, Expand, and Shorten — that edit the message you've already written. You review every change before anything is sent.
Assist AI never sends a message on its own.
Before you start
Assist AI must be turned on for your organization by an admin. If you don't see the tools in your composer, see Admin settings below.
You need text in the message composer. The tools do nothing on an empty message.
Using a tool
Open a conversation and type your message as you normally would.
The Assist AI tools appear above the composer: Proof, Tone, Expand, and Shorten.
Click or tap the tool you want. For Tone, choose a specific tone from the dropdown.
Review the result and approve, retry, or cancel. See Reviewing changes.
Edit the text further if you like, then send.
You can run more than one tool on the same message, but need to run them one at a time. For example, use Expand to build out a short note, then Tone to adjust how it reads, then Proof as a final check.
The four tools
Proof
Corrects spelling, grammar, punctuation, and capitalization.
Proof makes only the corrections needed to fix errors. It does not rewrite sentences, change your wording, or make your message more formal. If there are no errors, Proof tells you and leaves your message unchanged.
Use it for: a final check before sending.
Tone
Rewrites your message in one of four tones.
Tone | What it does |
|---|---|
Professional | Neutral and formal. Complete sentences, no slang. |
Friendly | Warm and conversational. Contractions are fine. |
Empathetic | Acknowledges the customer's situation before giving the answer. |
Direct | Gets to the point in as few words as possible. |
Tone changes how a message reads, not what it says. Your answer, your policy, and your facts stay the same.
Use it for: messages that read as too blunt, too casual, or too stiff for the situation.
Expand
Turns brief notes into a complete message.
Expand adds structure, greetings, and connecting language around the facts you provided. It does not add new information. If you don't give it an arrival time, the message won't have one. If your note is vague, the result will be vague too.
Use it for: turning shorthand into a message you can send.
Example
You write: crew coming wed. bring dog inside. gate access needed
Expand returns: Hi — just confirming our crew is scheduled to come out on Wednesday. Two quick things to help us get started smoothly: please bring any pets inside for the day, and make sure we have access to the gate. Let me know if either of those is a problem and we'll work around it.
Shorten
Condenses long text while keeping the details.
Shorten keeps every condition, number, and requirement in the original. It removes filler and reformats long blocks into shorter, scannable lines.
If the text contains policy or legal language, Assist AI flags it. Shortening that kind of wording can change its meaning, so read the result carefully before you approve it.
Use it for: pasted policies, long explanations, or anything that runs too long to read on a phone.
Tip: On web, you can select a single passage and shorten only that. The rest of your message stays exactly as you wrote it.
Reviewing changes
Proof (web and mobile)
Proof applies its corrections directly in the composer and:
Highlights each word or mark it changed, so you can see what was edited
Shows a count of the total number of changes made
Offers Undo for about 10 seconds, which restores your original text
Once the Undo window closes, the corrections stay. You can still edit the text by hand at any time.
Tone, Expand, and Shorten on web app
The Assist AI version appears above the composer, with your original still visible below it so you can compare the two. You then have three options:
Option | What happens |
|---|---|
Approve | The new version replaces your draft in the composer. |
Refresh icon | Assist AI generates a different version. Your original is still safe. |
Cancel | The suggestion is discarded and your draft is untouched. |
Your composer doesn't change until you select Approve. You can can then edit the message, use another Assist tool, or send the message.
Tone, Expand, and Shorten on mobile app
The Assist AI version replaces your draft in the composer right away. An alert appears with an Undo option that restores your original text. The Undo option is on a timer and if you do not tap it, the option to undo is removed.
What Assist AI never changes
Assist AI preserves the following in every rewrite:
Numbers — prices, quantities, measurements, invoice and order numbers
Dates and times — including time zones and day names
Names — customers, colleagues, companies, products, models
Contact details — addresses, phone numbers, email addresses, links
Merge tags — for example, {{first_name}}
Required legal text — including opt-out language
Assist AI also will not:
Add a price, date, time window, commitment, or guarantee you didn't write
Reverse the meaning of your message — can will not become can't
Sign your name for you
If a rewrite would break any of these rules, Assist AI discards it and leaves your original text in place.
You are still responsible for what you send. Read the result before you approve it.
Admin settings
To update the Assist AI settings, go to Settings > AI Features > Assist AI.
There are three controls.
Assist AI on/off
A single toggle that turns Assist AI on or off for everyone in your organization. There is no per-tool setting — when Assist AI is on, all four tools are available.
When it's off, the tools don't appear in anyone's composer.
Brand Tone
A description of how your company sounds, written in your own words. Use it to specify:
Words and phrases you want used
Words and phrases to avoid
Any other specifics about your voice — how you address customers, how you sign off, how formal you want to be
Brand Tone is applied on top of whichever tone a user selects, so messages from different people still sound like they came from the same company.
Recommended: set this up before rolling Assist AI out to your team. It has more effect on output quality than any other setting.
Dictionary
A list of words Assist AI will leave alone and never change. Add:
Product and brand names
Model numbers and SKUs
Industry terms and abbreviations
Any intentional spelling that a spellchecker would flag
Words in the Dictionary pass through every tool untouched, exactly as typed.
Troubleshooting
I don't see the Assist AI tools. Check that there's text in your composer, the tools do nothing on an empty message. If your composer has text and the tools still aren't there, Assist AI may be turned off for your organization. Ask an account admin to check the setting.
Assist AI changed our product name. Add the name to the Dictionary. Words in the Dictionary are never modified.