All the AI settings that help your agents write, rephrase, and summarise now sit in one place inside Helpdesk.
You'll find them under Helpdesk > Settings > AI tools > AI writing assistant, alongside the rest of your Helpdesk setup — so you no longer need to move between different sections to turn a feature on or change how it writes.
What is the AI writing assistant page?
It's a single settings page that controls the four AI features your agents use while replying to customers:
AI Reply — generates a draft reply to a customer's question
AI Rephrase — polishes, retones or translates a reply your agent has already written
AI Summarize — summarises a long ticket so an agent can catch up quickly
Think of it as the control panel for how AI writes on your behalf — what's switched on, and the house rules it follows.
Each feature has its own switch, so you can run AI Rephrase for your team without switching on AI Reply, or any other combination that suits how your team works.
Why should you use it?
Earlier, these controls were spread out. To change how AI Rephrase behaved you'd go into the AI section of the dashboard, and to check what your agents could actually see in the ticket view you'd go back into Helpdesk. If you wanted to switch one feature off for a week, it wasn't always obvious where that switch lived.
Now it's one page. You can see at a glance which AI features are active for your team, switch any of them on or off, and set the writing instructions for AI Reply and AI Rephrase without leaving Helpdesk settings.
The Instruction box is the part most teams get the most out of. It's where you tell the AI how your brand speaks — keep replies short, always offer the exchange option before a refund, never promise a delivery date. Those instructions apply every time an agent uses the feature, so you're not relying on each agent to remember your tone guidelines.
How to access it
From the left menu in your BIK dashboard, click on Helpdesk.
Click on Settings.
Under AI tools, click on AI writing assistant.
Note: These settings were earlier available in the AI Agents section of the dashboard. They've now moved here, and this page is the only place you need to manage them.
Tip: You'll need admin access to change these settings. If you can see the page but can't switch anything on, check your role with your account admin.
How to set up each feature
Every feature you switch on shows an Active tag next to its name, so you can scan the page and immediately see what your agents have access to.
When you've made your changes, click Save at the bottom right. Changes apply to your whole team.
AI Reply
AI Reply drafts a reply for your agent based on the content you've added in your knowledge base and training sources. The agent always reviews the draft before it goes out — nothing is sent automatically.
Switch on the toggle next to AI Reply.
In the Instruction box, add any extra guidance for how replies should be written. For example: The responses should be friendly, concise, and helpful while addressing the customer's query clearly.
Click Save.
The instruction box takes up to 500 characters, and the counter on the right shows how much you've used.
AI Rephrase
AI Rephrase works on text your agent has already typed — cleaning up grammar, changing the tone, or translating it into another language.
Switch on the toggle next to AI Rephrase.
In the Instruction box, add guidance for how replies should be rewritten. For example: The responses should be polite and positive with relevant emojis.
Under Translate languages, click Select and choose the languages your agents should be able to translate into. Add as many as you need; each one appears as a tag below the dropdown, and you can remove it with the x.
Click Save.
Tip: Only add the languages your customers actually write in. A shorter list keeps the menu quick for your agents to use mid-conversation.
AI Summarize
AI Summarize gives agents a short summary of a long ticket, so they can pick up a conversation without reading every message. This one is a simple on or off — switch on the toggle next to AI Summarize and click Save.
FAQs
Where did these settings go? I used to find them in the AI Agents section.
They've moved into Helpdesk settings, under Settings > AI tools > AI writing assistant. Everything you had configured earlier has carried over — you don't need to set it up again.
What happens to my agents when I switch a feature off?
The option stops appearing for them in the ticket view, and any instructions you'd saved for it are kept — so if you switch it back on later, your setup is still there.
Will my instructions override what the AI knows about my brand?
They work alongside it. The AI still draws on your knowledge base and training content for the facts; the instruction box shapes how those facts are worded.
Can I set different instructions for different agents or channels?
Not currently — instructions apply across your whole team.
My agent can't see the AI options even though everything is switched on.
Ask them to refresh the Helpdesk tab. If it still doesn't appear, check that the enable toggle is on and that the changes were saved.
Which channels do these features work on?
They're available on the messaging channels your agents reply from in Helpdesk.
If you have any questions or need help setting this up, reach out to us at [email protected].