Intercom already offers excellent AI writing tools in the Inbox composer, such as Fix grammar and spelling, making it much easier to create professional and polished replies.
It would be extremely valuable to have these same AI capabilities available when creating and editing Macros and Articles.
Suggested AI actions could include:
- Fix grammar and spelling
- Improve writing clarity
- Rewrite text with a different tone (friendly, professional, concise, etc.)
- Simplify or expand content
- Improve readability while preserving the original meaning
Today, the only workaround is to write the content in the Inbox composer, apply the AI improvements, and then copy it back into the Macro or Article editor. This interrupts the workflow and makes maintaining knowledge base content and reusable responses less efficient.
Since Macros and Articles are often the source of customer communication, having the same AI writing assistant available there would:
- Save time for support teams.
- Improve the consistency and quality of documentation.
- Reduce grammar and spelling mistakes.
- Encourage teams to keep their knowledge base and macros up to date.
- Provide a consistent AI experience across the entire Intercom platform.
This feels like a natural extension of the AI features that already exist and would significantly improve the content creation experience.