> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/ai-writer.md).
# AI Writer
{% hint style="info" icon="eyes" %}
Some functions of AI Writer are still being adjusted. The actual available features, supported editing areas, and how they work may vary depending on the version and rollout progress. Please refer to the actual system interface.
{% endhint %}
## Overview
AI Writer is a text assistance tool integrated into the FIRST LINE editing interface. When you are writing customer service replies, explanatory content, or other text, you can directly select existing content and use AI to rewrite, translate, or adjust the tone without copying it to another tool.
The new content generated by AI will first be shown to you for preview,**and will not directly overwrite the original text**. After confirming that the result meets your needs, you can decide whether to replace the original text, insert it below the original text, or cancel this operation.
This feature is suitable for quickly organizing content you have already written. For example, you can make a more casual reply sound more professional, condense a longer explanation, or directly translate the content into the customer's language.
***
## How to use AI Writer
In an input or editing area that supports AI Writer, select the text you want to process to get started.
{% stepper %}
{% step %}
**Select text**
In the input or editing area, use the mouse or keyboard to select the text you want to adjust.
{% endstep %}
{% step %}
**Open AI Writer**
After you finish selecting text, the AI Writer menu will appear near the selected content.
{% endstep %}
{% step %}
**Choose a processing method**
Choose "Write," "Translate," "Tone," an AI skill, or another available AI feature according to your needs, then choose a further action.
{% endstep %}
{% step %}
**Review the AI-generated result**
After AI finishes processing, the new text will first be shown in the menu for you to confirm, and will not immediately modify the original text.
{% endstep %}
{% step %}
**Decide how to use the result**
After confirming the content, you can choose to apply it, insert it below, or cancel and keep the original content.
{% endstep %}
{% endstepper %}
{% hint style="info" %}
AI Writer is a text assistance tool. When prices, policies, contracts, commitments, or other important information are involved, we recommend checking whether the AI-generated content is correct before sending it.
{% endhint %}
***
## Write
"Write" can reorganize the selected content for different purposes without having to retype it from scratch.
The currently available processing methods include:
| Feature | Suitable scenario |
| -------------------------- | --------------------------------------------------------------------------------------------- |
| **Customer service reply** | Organize existing content into text that is more suitable for directly replying to customers. |
| **Improve writing** | Improve the expression and readability of the text. |
| **Expand content** | Add more explanation and detail while preserving the original meaning. |
| **Condense content** | Remove more filler words to make the content more concise. |
| **Sales content** | Organize existing information into content that is more suitable for sales communication. |
| **Social media post** | Reorganize the content into text that is more suitable for social media use. |
| **Message outline** | Organize the content into a key structure that is easier to read and expand. |
For example, when you have already written a complete product description but want a more concise reply to a customer, you can select the content and use "Condense content." AI will provide a new version, and then you can decide whether to apply it.
***
## Translate
When you need to reply to customers in another language, you can directly select the current text and use "Translate."
Currently supported:
* English
* Korean
* Chinese
* Japanese
* Spanish
* Vietnamese
* Thai
* Malay
* Indonesian
* Filipino
After you choose the target language, AI will translate the selected content and show you the result first. The original content will not be modified immediately, so you can first confirm whether the translation fits the current service scenario before deciding whether to apply it.
{% hint style="info" %}
When the content involves proper nouns, product names, addresses, regulations, or other information that needs to be expressed precisely, we recommend checking the translation result again before sending it.
{% endhint %}
***
## Tone
The same sentence may need different wording in different service scenarios. The "Tone" feature can help adjust the writing style while preserving the main meaning.
Currently includes:
| Tone | Description |
| ---------------- | -------------------------------------------------------------------------------------------------------------------- |
| **Professional** | Suitable for more formal service scenarios where information needs to be communicated clearly. |
| **Casual** | Uses a more relaxed and natural way of expression. |
| **Friendly** | Makes the text more approachable, suitable for general customer communication. |
| **Cute** | Uses a more lively and upbeat style of expression. |
| **Crazy** | Uses a stronger, more lively writing style; it is recommended to evaluate it based on brand tone and usage scenario. |
For example, if the original customer service reply is accurate but sounds rather stiff, you can select the content and use "Friendly" to quickly get another version.
***
## AI skills
AI skills allow companies to organize commonly used writing rules, brand tone, or work methods into reusable AI capabilities.
For example, an administrator can create a "customer service reply" skill that requires AI to use a natural, concise tone and avoid adding commitments on its own; they can also create a "brand social media post" skill to organize existing information into content that matches the company's style.
AI skills can be used in AI Writer, and can also be made available to AI Assistant according to settings. The purposes and available capabilities of the two entry points are different.
{% hint style="info" %}
To learn how to design skills, set usage roles, and understand the differences between AI Writer and AI Assistant, please refer to AI skills.
{% endhint %}
***
## What can you do after AI generates a result?
After AI finishes processing the text, it will not directly modify the content you are editing. You can review the result first and then choose the next step.
| Action | Description |
| ---------------- | ------------------------------------------------------------------------------------------------------------------------------------- |
| **Apply** | Replace the originally selected text with the AI-generated result. |
| **Insert below** | Keep the original text and insert the AI-generated content after the selected range, making it easier to compare or continue editing. |
| **Back** | Return to the previous-level menu and choose another processing method again. |
| **Cancel** | Close AI Writer and keep the original content. |
{% hint style="info" %}
If the originally selected text is modified during AI processing, the system may stop applying the result to avoid writing the new content to the wrong location. Reselect the current text to perform the operation again.
{% endhint %}
***
## Supported text selection methods
In addition to dragging with the mouse to select text, you can also use the keyboard operations you normally use.
For example:
* Use the mouse to select a single line or multiple lines of text.
* Use `Ctrl + A` or `Command + A` to select all text in the current editing area.
* Hold `Shift` and use the arrow keys to adjust the selection range.
* Use `Shift` With `Home`,`End`,`Page Up` or `Page Down` to select a larger range of content.
Currently, AI Writer mainly supports text input and rich text editing areas in FIRST LINE where this feature has been integrated.**Not all fields that can accept text necessarily support AI Writer**, the actual available scope is subject to whether the AI Writer menu appears in the system interface.
***
## Usage scenarios
AI Writer is suitable for tasks where "you already have a piece of text, but want another version quickly."
For example:
* Adjust customer service replies to a more professional or friendly tone.
* Condense longer explanations into an easier-to-read version.
* Expand a short draft into more complete content.
* Organize existing content into a message outline.
* Rewrite product information into sales content or social media posts.
* Translate replies into the language used by the customer.
* Apply company-customized AI skills to organize content according to brand or work rules.
* Keep the original content and insert the AI version below for comparison.
The point of AI Writer is not to send content on your behalf directly, but**to shorten the time needed to reorganize text while keeping the final confirmation and editing control**.
***
## Notes
AI-generated content may vary depending on the original text, language, context, and model judgment, and does not guarantee the same result every time.
When using it, please note:
* Check names, product names, numbers, and other important information before sending.
* If the translation involves technical terms, we recommend checking the meaning again.
* When adjusting the tone, you should still judge whether it is appropriate based on the company's brand and the actual service scenario.
* If the AI result differs from the original meaning, you can go back and reselect a feature, or simply keep the original content.
* Whether AI skills are shown depends on company settings, available entry points, and role permissions.
