Agent Desk AI capabilities

Refine Text

The Refine Text feature uses AI to improve agent messages before sending them to customers. When an agent types a message in the reply box, they can click the refine button to receive an improved version.

Prerequisites

The Refine Text feature requires AI Features to be enabled by an administrator:

1. Go to Unified Admin → Agent Desk.

2. Under AI Features, turn the toggle On.

3. Configure these fields:

   • Model Name — the AI model's name (e.g., kimi-k2.5).

   • Model URL — the API endpoint (e.g., <https://api.moonshot.ai/v1/chat/completions).>

   • API Key — the authentication key.

Once enabled, the refine button appears in the agent's reply input box during active conversations.

What it does

• Corrects spelling and grammar

• Enhances sentence structure and readability

• Adds punctuation and formatting

How to use it

1. Type your message in the reply input box.

2. Click the refine button next to the send button.

3. A Refined text popup appears above the input box, showing the improved version with corrections highlighted.

4. Review the suggestion, then choose one of the following:

   • Replace — accepts the refined text and replaces your original message.

   • Discard — dismisses the suggestion and keeps your original message.

• Supports multiple languages, including English and Roman Urdu based on the model integrated