Comm100 Agent Assist Email Writer is an AI-powered tool that improves your service efficiency by automating the process of drafting email replies. With Email Writer, agents can generate an email draft effortlessly with a click of a button.
 

 To use Email Writer, you need to assign an NLP Chatbot with Generative Answers enabled for your email account. The Chatbot generates the email draft based on the ticket’s history messages and the Knowledge sources from its Generative Answers. 

This article walks you through the steps to set up and use Email Writer.

Enable and Set Up Email Writer

To set up Email Writer, follow these steps:

1. Log in to your Comm100 Control Panel.
2. From the left navigation menu, go to Bot > Agent Assist > Email Writer.
   
3. Turn on the Email Writer toggle. The list of your integrated email accounts appears.
4. Assign a Chatbot for each of the email accounts that you want to apply Email Writer. You can only choose NLP Chatbots with Generative Answers enabled.
   
5. Click Save. Email Writer is set up successfully.

Use Email Writer from the Agent Console

After Email Writer is set up, you can use it from the Agent Console. In the ticket handling window, you can click the Generate an email reply button on the bottom toolbar to let the assigned Chatbot generate a draft reply. 

• The Chatbot generates a continuous flow of text in real-time, and may take a while to complete. The input area is disabled during the generating process. You can pause the process any time you want.
  
• If the generated draft does not meet your requirements, you can click Generate an email reply again to regenerate one.
• Draft generating consumes Bot Tokens, you can check the token usage from Reporting > Agent Assist > Agent Assist Usage on your Control Panel.