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The Rephrase feature automatically improves text quality, corrects errors, and enhances consistency without sacrificing speed. It empowers support agents to handle multiple tickets simultaneously without compromising response quality and is suitable for various tasks like ticket responses and knowledge base articles.
1. Enable the feature from the Admin panel: On the Admin page, click on ‘Freddy’ (under the section titled ‘AI features’). On the Freddy admin panel, you’ll see a list of all Freddy AI features. Click on the toggle button next to ‘Ticket content assist ’ to enable it for your account.
2. Type a response in the ticket reply editor: Begin typing a response in the ticket reply editor as you usually would.
3. Rephrase highlighted text: Highlight the text you wish to rephrase. This can be a word, phrase, or an entire paragraph. Then, click the 'Rephrase' button in the menu bar below. The selected text will now be automatically converted into a more formal alternative of higher quality.
The rephrase feature now delivers output in the agent's profile language for more personalized communication. e.g. A Japanese text rephrased by Korean(agent's profile language), the output will be in Korean.4. Rephrase all the text: If you wish to rephrase all the text, click 'Rephrase' without highlighting any text. This will rephrase the entire reply.
5. Use Rephrase for other functions: Rephrase also works when adding private notes on tickets, using the bulk reply option to respond to tickets, and creating knowledge base articles.
Note: The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.
