Summary
The AI Editor in Team Inbox helps your team write faster, clearer, and more consistent replies to customer conversations. You can match your brand tone, fix grammar, improve readability, and generate AI-powered responses using your company’s knowledge base.
AI Editor is available for customers on Growth, Pro, and Business plans.
Instructions
The AI Editor is designed to support operators while they reply to customers. It improves writing quality, keeps messaging consistent, and saves time by generating ready-to-send drafts.
Where to find the AI Editor
Log into your Wati account and open Team Inbox.
Select any conversation.
Look below the message input box.
You’ll see the AI Editor options available while drafting your reply.
Note: Some options may appear disabled at first. They will become available as soon as you start typing your message.
What you can do with the AI Editor
1. Create a brand tone for your team
You can train the AI to match your company’s communication style. This ensures every operator sounds consistent and professional.
Set up your tone
Go to Copilot Settings.
Add either:
A writing sample, or
A description of your brand tone (for example: friendly, professional, concise).
Save your settings.
Match tone while replying
Draft your message.
Click Match Tone.
The AI rewrites your message to follow your brand style.
This helps your team maintain a consistent voice across all customer conversations.
2. Craft easy-to-read, typo-free messages
The AI Editor can automatically improve your writing quality.
Available options
Fix Grammar – Corrects typos, spelling, and grammar mistakes
Improve Writing – Makes your message clearer and easier to read
How to use
Write your draft.
Click Fix Grammar or Improve Writing.
Review the updated version and send.
These tools are useful for quick polishing before replying to customers.
3. Curate a knowledge base for your team
You can provide AI with trusted information so it can generate more accurate and relevant replies.
Add knowledge sources
You can add:
Messages from existing conversations
Manual Q&As
A website link
Uploaded documents
You can use your existing conversations as a knowledge base by selecting messages you want the AI to use as reference material. You can select up to 10 messages at a time.
This allows the AI to learn from your help content, policies, and past responses.
4. Generate responses automatically
When you’re handling a conversation, the AI can suggest a complete reply based on context and your knowledge base.
Generate a reply
Open a conversation.
Click Generate Response.
Review the suggested draft.
Edit if needed and send.
The AI uses:
Conversation history
Your saved knowledge
Your brand tone
This helps you respond faster while staying accurate and consistent.
Best practices for using the AI Editor effectively
Set up your brand tone first for consistent messaging
Keep your knowledge base updated for better suggestions
Always review AI-generated replies before sending
Use grammar and writing tools for quick quality checks
Frequently Asked Questions (FAQs)
General questions
1. What is the AI Editor in Team Inbox?
The AI Editor is a writing assistant that helps your team create faster, clearer, and more consistent replies. It can improve grammar, adjust tone, and generate responses using your company’s knowledge base.
2. Who can use the AI Editor?
The AI Editor is available to customers on the Growth, Pro, and Business plans.
3. Where can I find the AI Editor in Wati?
Open Team Inbox, select any conversation, and look below the message input box. The AI Editor options appear while you draft a reply.
4. Why are some AI Editor options disabled?
Some features remain disabled until you start typing a message. Once you add text, the options become available.
Writing and tone features
5. How do I set up a brand tone for my team?
Go to Copilot Settings and add either a writing sample or a description of your brand tone. Save your settings, then use Match Tone while drafting messages to align replies with your style.
6. How can I improve grammar or clarity in my messages?
Write your draft and click Fix Grammar to correct errors or Improve Writing to make the message clearer and easier to read. Review the changes before sending.
Knowledge base and response generation
7. How do I add information to the AI knowledge base?
You can add messages from existing conversations, manual Q&As, website links, or uploaded documents. You can select up to 10 messages at a time as references.
8. How do I generate AI replies automatically?
Open a conversation and click Generate Response. The AI creates a draft using the conversation history, your knowledge base, and your brand tone. Review and edit the reply before sending.
9. What are the best practices for using the AI Editor effectively?
Set up your brand tone first, keep your knowledge base updated, review AI-generated replies before sending, and use grammar or writing tools for quick quality checks.