AI Prompts
AI Prompts are one-click instructions your agents apply to a draft message in the inbox, such as changing its tone, translating it, fixing spelling and grammar or simplifying it. In Settings › AI Prompts you choose which built-in prompts your team sees and add your own custom prompts (for example "Make Concise" or "Add our sign-off"), so every agent can polish replies the same way before sending them.
Before you begin
Built-in Quick Prompts
| Prompt | What it does |
|---|---|
| Change Tone | Makes the message more professional, friendly, empathetic or straightforward. |
| Translate | Translates the message into a language the agent chooses. |
| Fix Spelling & Grammar | Corrects spelling, grammar and punctuation. |
| Simplify Language | Makes the message clearer and easier to read. |
Built-in prompts can be switched off but not deleted.
How to manage AI Prompts
- Go to
Settings › AI Prompts(under Inbox). - Under Quick Prompts, use the switch next to each prompt to show or hide it for your team.
- Under Custom Prompts, see your own prompts and how many you have (up to 4).
Changes are saved straight away. At least one prompt must stay on, so the last active prompt can't be switched off.
Settings › AI Prompts
The Quick Prompts card with Change Tone, Translate, Fix Spelling & Grammar and Simplify Language and their switches; the Custom Prompts card with "2/4" and two custom prompts with edit and delete icons; the Add AI Prompt button at the top.
File: screenshots/ai-prompts-settings.png
How to add a custom prompt
- Click Add AI Prompt.
- Enter a Prompt Name (up to 30 characters), for example "Make Concise". Agents see this name in the inbox.
- Under Prompt Action, tell the AI what to do with the agent's message (up to 500 characters), for example "Make the sentence shorter and concise."
- Click Save.
Settings › AI Prompts › Add AI Prompt
The "New Prompt" dialog with Prompt Name "Make Concise" and Prompt Action "Make the sentence shorter and concise", and the Cancel and Save buttons.
File: screenshots/ai-prompts-new.png
To change a custom prompt, hover it and click the edit icon. To remove it, click the delete icon and confirm. Deleting removes it for everyone; to hide it for now, switch it off instead.
How agents use AI Prompts
In the inbox, an agent writes a draft, opens AI Prompts in the composer and picks a prompt. Change Tone offers Professional, Friendly, Empathetic and Straightforward; Translate lets them search for a language. The draft is rewritten for them to review before sending. The Manage AI Prompts link takes admins to this settings page. See AI Assist in the Inbox.
Notes and limitations
- Up to 4 custom prompts per workspace.
- At least one prompt (built-in or custom) must stay on.
- Prompts rewrite the agent's own draft; they don't send anything.
FAQ and troubleshooting
The Add AI Prompt button is disabled.
You already have 4 custom prompts. Delete one to add another.
I can't switch off a prompt.
It's the last prompt that's on. Turn on another prompt first.
Can I write prompts in Arabic?
Yes. Write the name and action in any language. The prompt works on drafts in any language your agents write in.
Who sees custom prompts?
Everyone in the workspace who can reply in the inbox.