Polishing your replies

Where you find it

• Chat, email and WhatsApp conversations in Customer Inbox, in the reply box toolbar.
• The Email customer and New email windows.

What it changes

Grammar, spelling, punctuation, clarity and how the sentences flow. It keeps the message professional without making it stiff.

What it never changes

• The language. A reply written in Spanish stays in Spanish.
• What you say. No facts, promises, questions or apologies are added or dropped.
• Details. Order numbers, product codes, prices, quantities, dates, links, email addresses, pictures and merge fields such as {first_name} stay exactly as you wrote them.
• Your formatting. Bold, italics and lists stay; nothing new is added.

Before your text is replaced, aiku checks that every number, link and picture is still there, and a second check confirms the meaning, language and tone did not change. If anything fails, your text stays as you wrote it and a short note says so.

Messages you may see

• Nothing to polish: it already reads well. Your text was already fine.
• Could not polish this without changing what it says. Your text is left as it was. Send it as it is or edit it by hand.

Polish only runs when you click it, never on its own. If you edit the text after polishing, Undo goes away, because your edits are now the latest version.