Fix and Re-Phrase for operator drafts
Correct spelling and grammar or rewrite an operator draft before sending it.
What it is
Fix checks draft spelling and grammar. Re-Phrase rewrites draft text using the configured instructions and style. Both return text for you to review before sending.
Who uses it and why
Operators use these tools to correct or improve a reply they have already drafted. Administrators set the writing guidance and decide who can use each tool.
Where to find it
Use Fix or Re-Phrase beside the conversation composer. The composer menu also includes Check Spelling/Grammar. Keyboard shortcuts can be configured under Settings › Chat › Keyboard Shortcuts with the Settings role.
Configure the Rephrase and Spelling/Grammar Check feature types under Settings › AI › Features. Use the Settings role with the AI permission, or the Developer role.
How it works
- Type a reply in the composer.
- Choose Fix to correct spelling and grammar, or Re-Phrase to rewrite it.
- Review the returned text in the draft area.
- Make any further edits and send the reply yourself.
For Re-Phrase, INSIDE first looks for a matching standalone Rephrase feature. If none matches, it can use Copilot. Spelling correction first uses a matching Spelling/Grammar Check feature, then Copilot as a fallback.
The draft follows the available conversation context when the AI prepares its result. Spelling correction can also act on an edited suggestion when the main composer is empty. An empty correction result does not erase the existing draft.
Configure it
Create the dedicated features you need and select suitable accounts. Set Instructions, visitor filters and priority. Rephrase also offers Suggestion Style.
With the Settings or Manager role and the required operator permissions, grant operators Allow AI Rephrase and Allow AI Spelling/Grammar Check as appropriate under Chat Permissions. Allow AI Suggestions also permits these tools. A dedicated rewrite or correction feature can work without enabling Copilot suggestions.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Instructions | Settings › AI › Features | website | Not set: account or service guidance applies unless another instruction source is configured | Settings role, Developer role | Guides the selected Rephrase or Spelling/Grammar Check feature. |
| Suggestion Style | Settings › AI › Features | website | Not set: no additional tone selected | Settings role, Developer role | Selects a tone for Rephrase output. |
| Validate URL(s) | Settings › AI › Features | website | Off | Settings role, Developer role | Enables URL validation for the selected draft-assistance feature. |
Permissions
| Permission | Lets you |
|---|---|
| Allow AI Rephrase | Allows operators with the Chat role to request draft rewrites. |
| Allow AI Spelling/Grammar Check | Allows operators with the Chat role to request spelling and grammar correction. |
| Allow AI Suggestions | Also permits the draft rephrase and spelling tools for compatibility. |
| Settings | Configure features with the AI permission and maintain keyboard shortcuts. |
| AI | Allows AI configuration under Settings Permissions. |
| Developer | Configure dedicated draft-assistance features. |
Limits and good to know
- These actions need draft text. Use Re-Suggest for a new reply based on the visitor's message.
- The tools do not send the result automatically.
- Dedicated features take precedence even when Copilot is configured.
- Controls depend on website and channel AI availability, permissions and support for the current conversation.
- A correction may leave text unchanged when no change is needed or processing cannot provide a usable result.
Depends on and works with
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontLicence
AI must be enabled for the website.
- Roles and permissionsConfigured by
Chat permissions control access to each tool.
- AI feature settings and change historyConfigured by
Dedicated feature selection uses account support, visitor filters and priority.
- AI instructions and templatesConfigured by
Instructions guide the correction or rewrite.
- Copilot reply suggestionsEnhances
Copilot supplies a fallback when no suitable dedicated feature matches.
- AI accounts and shared defaultsRequires
Draft assistance needs a suitable AI account.
- Operator replies and commentsRequires
The tools act on text in the operator composer.
- Console keyboard shortcutsConfigured by
Keyboard Shortcuts defines the key combinations for supported draft-assistance actions.
Used by
- Operator replies and commentsEnhances
Enabled AI tools can help revise drafted text.
- Console keyboard shortcutsEnhances
Shortcuts can check spelling and grammar or expand a draft when those actions are available.
- AI assistance, translation and sentiment reportsEnhances
Fix and rephrase actions contribute assistance usage counts.
FAQ and troubleshooting
Why is Fix unavailable?
Check Allow AI Spelling/Grammar Check or Allow AI Suggestions, and that a suitable correction feature or Copilot is available. Check that there is text to correct.
Why are Copilot's rephrase instructions not being used?
A matching standalone Rephrase feature takes precedence. Edit its Instructions or change its targeting.
Can operators use these tools without Copilot suggestions?
Yes. Configure the dedicated feature types and grant their individual permissions.
Why did my draft stay the same?
The service may have found no correction or returned no usable replacement. Your existing text is preserved. Review any error shown before trying again.