AI Tools in the Mumble Inbox

TL;DR

Mumble has a layer of AI tools available to every agent, even if Dolores AI isn’t active on the account. These tools help you write better and faster: edit a message before sending, translate, summarize a long conversation into an agent note on the customer card, transcribe voice recordings that customers send, and write new message templates without starting from a blank page. This article walks through all the AI tools that appear in the inbox and on the message template screens, and where it’s worth fitting them into your daily work.

Three places where you’ll encounter AI

The AI tools appear in three different places in the interface. It’s worth knowing all three, because each one helps in a different situation:

In the message editor. The sparkle icon ✨ next to the composer opens a menu of AI actions on what the agent is writing or on the whole conversation.
Right-clicking a specific message. A menu with AI actions aimed at a single message, such as transcribing a recording or translating an incoming message.
While editing a message template. An AI button that helps write text for a message template from scratch, or improve existing text.

These tools are available even without activating Dolores AI on the account. Dolores is an autonomous agent that answers customers on its own, a separate tool that requires separate setup. The AI tools in this article are writing assistants for human agents.

Part 1: AI in the message editor (the sparkle icon ✨)

When you open a conversation and are about to reply, the sparkle icon appears next to the composer at the bottom. Clicking it opens a menu with nine actions.

Actions that work on the text you’re writing

After you’ve typed something in the composer (even a rough draft), these actions rewrite it:

Improve message. A general fix of phrasing, sentence structure, and flow. Useful when you have a clear idea but the wording isn’t coming together.
Make it friendly. Softens the tone. Useful when the draft sounds a little distant or dry.
Make it formal. Raises the register. Useful in business correspondence, in a reply to an important customer, or when the conversation got too casual and needs to return to a professional frame.
Make it shorter. Trims the message length without losing the content. Useful when you’ve written something long and on WhatsApp it looks like a wall of text.
Make it persuasive. Adds persuasive sentences and a call to action. Useful for sales agents working to close a deal.
Fix errors. Corrects spelling and grammar mistakes only, without changing the style. Useful for a quick fix before sending.
Translate. Translates the draft into another language. Clicking it opens a submenu with a list of languages. Useful when the customer speaks English or Russian and you want to reply in their language.

Actions that work on the whole conversation

Two actions don’t require you to type anything. They work on the content of the entire conversation:

Generate a reply. The AI reads the conversation history and suggests wording for the next reply. Useful when you open a new conversation that hasn’t been handled in a while, and you want a starting point instead of starting from scratch.
Summarize conversation. The AI reads the entire conversation history and creates a summary from it. The summary is saved automatically as an agent note on the customer card, in the Agent Notes section. Useful when handing off between shifts, transferring a conversation to another agent, or returning to an old conversation after a few days and not remembering what it was about.

Recommended workflow

The AI isn’t here to replace the agent, but to help them work faster. A natural workflow:

Type a quick draft, even if it isn’t well phrased.
Click the sparkle icon and choose the action that fits.
Read the new wording, edit anything that doesn’t sit right, and send.

The time this saves over a workday is significant, especially with phrasing more complex than “When would you like to schedule a meeting?”

Part 2: AI by right-clicking a message

Right-clicking a specific message in a conversation opens a menu with actions that operate on that message. Two AI actions appear there:

Transcribe recording

The voice recordings WhatsApp lets customers send are convenient for the customer but inconvenient for the agent. Instead of listening to a minute-and-a-half message, right-clicking the recording and choosing Transcribe recording displays the content as text you can scan at a glance.

Especially useful:

In an office with background noise. You can’t listen to a message in an open, noisy space without headphones, but you can read it.
For long recordings. Agents tend to skip the last minutes of a long recording and miss information. In text, you can scan everything visually.
For documentation. If the conversation requires a written record (for a contract, a handoff to another department, or to keep in case of a dispute), a transcribed text is convenient to save.

Translate message

Identical to translation in the message editor, but it operates on the customer’s incoming message, not on what you’re writing. Useful when a customer sends a message in a language you don’t speak. Right-click, Translate message, and choose the target language.

Part 3: AI while editing a message template

When creating or editing a message template, an AI button with a dropdown arrow appears in the message content field. Two options:

Improve text

If you’ve already written content in a message template and want to improve it, clicking Improve text rewrites the existing text. Especially helpful when you write a message template and the phrasing comes out clumsy, or when you want to raise the register to a professional level.

Generate text with AI

If the field is empty and you want the AI to write for you, clicking Generate text with AI opens a window where you describe what the message template needs to do, and the AI presents a draft. You can keep editing the draft manually or ask for another rewrite.

Why this is especially useful for message templates

Message templates stay in use over time, so investing in correct phrasing up front pays off more than it does for a single inbox message. In addition, message templates go through Meta’s review, and unclear phrasing or a mix of Utility and marketing leads to rejection. The AI tools help write clean text that gets approved on the first try.

Important: even after the AI has generated text, you must choose the correct category (Marketing / Utility / Authentication) and make sure the suggested parameters match the fields you have on your customers. The AI suggests content, it doesn’t decide structure. For the rules of message templates, see The Complete Guide to Message Templates.

Correct use versus problematic use

AI tools can speed up your work but also do harm if used incorrectly. Six recommendations:

Always read the wording before sending. The AI gets it wrong sometimes, and sometimes adds information that isn’t accurate. The agent is responsible for what goes out under the business’s name.
Don’t send a translation without reviewing it. Automatic translation into Hebrew is less accurate than translation into English. Wording that sounds clear in English may come out strange in Hebrew, and vice versa.
Don’t use “Make it friendly” with an angry customer. Wording that’s too soft in response to a serious complaint feels disconnected. The tone of the message should match the tone of the customer.
Summarize a conversation when you genuinely need a summary. A short, three-message conversation doesn’t need a summary. Summaries are useful for conversations of 20 messages or more, or conversations that passed between agents.
Use transcription as a first step, not as a replacement for listening. For a sensitive recording (an emotional complaint, a complex inquiry), it’s worth listening as well after the transcription, because the customer’s tone only partly comes through in text.
Don’t create message templates automatically without checking them thoroughly. The AI suggests message templates that sound reasonable, but they may not meet Meta’s requirements. Review the content with knowledge of categories, parameters, and naming rules.

How this differs from Dolores AI

The tools in this article are writing assistants for a human agent. The agent initiates the action, sees the suggestion, and decides whether to adopt it. The agent is responsible for everything that goes out.

Dolores AI is something else: an autonomous AI agent that’s given permission to answer customers on its own, without human intervention, based on the instructions you give it. Dolores requires separate setup and a deliberate activation on the account, and it has different areas of responsibility. We didn’t get into it in this article.

The simple rule: any manual action that requires an agent’s click (even if the action is AI-based) belongs to the tools in this article. Any action that happens without human intervention is part of Dolores.

Common issues

The sparkle icon doesn’t appear in the message editor

The icon appears only when the conversation is active (the 24-hour window is open). In a closed conversation or outside the window, the editor is replaced by a button for sending a message template, and the AI actions aren’t relevant there.

I asked for a translation and the Hebrew that came out wasn’t good

Automatic translation into Hebrew is less accurate than translation between European languages. Always review the wording before sending, and fix expressions that came out too literal. If the translation is really off, use Generate a reply in Hebrew directly, rather than translation.

The AI doesn’t know who the customer is, so the reply is generic

If the reply the AI suggests is too generic, it may not have been given enough context. Add relevant details to the draft yourself (the customer’s name, what they’re looking for, what’s already been said) before clicking the AI action, and the suggestion will come out more specific.

I summarized a conversation and I can’t see the summary

The summary is saved as a new agent note on the customer card (left panel), in the Agent Notes section. If the section is collapsed, open it and the summary will appear as the most recent note.

The AI suggested marketing phrasing for a Utility message template

The AI doesn’t always distinguish between the categories accurately. If you asked for a delivery-confirmation message template and it suggested a marketing sentence in the middle, delete the marketing part before submitting the message template for approval. See Message Template Rejected: A Full Guide to Fixing and Appealing.

The bottom line

Mumble’s AI tools are writing assistants for the agent, not a replacement for the agent. They save time in three scenarios: quick phrasing while replying to a customer, transcribing recordings for fast reading, and writing message templates from scratch without starting from a blank page. The agent is still responsible for everything that goes out under the business’s name, so you should always read before sending. Used correctly, they meaningfully shorten the average handling time per conversation, without hurting the quality of communication.

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AI Tools in the Inbox: Message Editor, Conversation Summaries, and Template Writing Assistant

Mumble Team