ZIA-Powered Composer in IM Inbox: AI-Enhanced Messaging for Better Customer Engagement

ZIA-Powered Composer in Inbox




The ZIA-Powered composer in IM Inbox leverages advanced AI capabilities to transform customer engagement by automating responses, optimizing tone and length, and providing intelligent message suggestions. This feature helps agents manage conversations efficiently across WhatsApp, Telegram, Line, WeChat, Facebook Messenger, Instagram, and Business Messaging.


With AI assistance, agents can:
​​
Adjust Tone:
Select from a range of tones (Formal, Informal, Diplomatic, Assertive, Humorous).

Modify Length:
Choose between Short or Long responses based on the complexity of the customer query.

Why use Zia AI-Powered composer in IM Inbox?  

  1. AI-generated replies allow agents to respond instantly.
  2. AI minimizes manual typing by providing ready-made responses.
  3. AI maintains a uniform brand voice across customer interactions.
  4. AI adapts tone and response structure based on sentiment.

How to use Zia AI-Powered composer in IM Inbox

Invoking AI for full message selection  

  1. Open a customer conversation in the IM inbox.
  2. Type or select a pre-written response (such as Canned Messages).
  3. Click Writing Assistance.
  4. Choose a Tone (Formal, Informal, Diplomatic, Assertive, Humorous).
  5. Select the Length (Short or Long).
  6. AI will modify the entire response based on your selection. Review and send the message.



Invoking AI for partial message selection  

  1. Highlight the specific text that needs adjustment.
  2. Click Writing Assistance.
  3. Choose a Tone and Length.
  4. AI will only rewrite the selected portion while maintaining sentence structure. Review and send the message.

Tone adjustment for personalized communication  

Tone
Tone
Formal: Appropriate for professional or serious conversations.
Example: "We sincerely apologize for any inconvenience caused. Your issue is being addressed."

Informal: Best suited for casual interactions.
Example: "Hey! Sorry about that. Let me fix it for you right away!"

Diplomatic: Useful when diffusing tension or handling sensitive matters.
Example: "We appreciate your patience. Our team is actively working on your request."

Assertive: Ideal for providing clear and direct information.
Example: "Your request has been processed. You will receive an update within 24 hours."

Humorous: Adds a light-hearted touch to the conversation when appropriate.
Example: "Looks like your order went on a little adventure! No worries, we’re tracking it down."

Message Length Optimization  

Short Response: Useful for straightforward questions.
Example: "Your order is confirmed."

Long Response: Suitable when additional details may help the customer.
Example: "Your order has been confirmed and is being processed. You will receive a tracking link once it ships."


Troubleshooting Guide  

AI suggestion doesn’t match the intended tone.
Solution: Manually select a different tone or edit the response before sending.
Message is too long or too short.
Solution: Adjust the length settings before finalizing the response.
AI-generated response sounds robotic.
Solution: Personalize the message by adding agent-specific details.
Partial selection alters sentence meaning.
Solution: Manually adjust or select a larger portion of text.
AI is not responding to a selected message.
Solution: Refresh the inbox or check if AI assistance is enabled.


Frequently Asked Questions (FAQ)  

Can I apply different tones to different parts of a message?
Yes, with Partial Message Selection, you can apply different tones to different sections.
Can AI rewrite an entire message in a different tone?
Yes, using Full Message Selection, AI will modify the whole message while keeping its meaning intact.
Will AI change order details or names?
No, AI preserves important details while adjusting tone and structure.
Can I undo an AI-modified message?
No, you can not revert to the original text.