Problem / Current limitation
When using AI Inbox writing features — such as Expand, Rephrase, My tone of voice, More friendly, More formal, More concise, and Fix grammar & spelling — the output is consistently rewritten in US English.
This creates friction for teams operating in Australia, as the AI overrides our original spelling, phrasing, and tone even when the input is already written in Australian English.
Examples include:
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“organisation” → “organization”
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“licence” → “license”
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“favour” → “favor”
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US-centric phrasing that feels slightly off for Australian customers
This means agents must manually re-edit AI-generated responses, reducing the efficiency gains these tools are meant to provide.
Desired behaviour
Allow AI Inbox writing tools to respect and generate Australian English, including:
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Australian spelling conventions
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Australian phrasing and tone
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Consistency with how teams naturally write to customers in Australia
Ideally, this could be enabled via:
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A workspace-level language setting, or
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A per-user preference, or
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Automatic detection based on workspace locale / help centre language
Why this matters
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Customer trust & brand consistency: Customers notice spelling and tone mismatches, especially in written support.
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Operational efficiency: Agents currently lose time correcting AI output back to AU English.
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Adoption of AI features: Teams are less likely to rely on AI writing tools if they introduce extra editing work.
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Global scalability: Supporting AU English sets a strong precedent for other regional variants (UK, NZ, etc.).
Who this impacts
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Support and operations teams based in Australia
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Businesses with Australian customers and brand guidelines
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Any team aiming for consistent, localised customer communication