The Swifteq Translate Conversations app is a tool that allows your Support Agents to communicate with your customers in the customer's own language. Translate Conversations is powered by OpenAI's ChatGPT API. and provides fast translations of tickets to and from any spoken language.
To use Translate Conversations, you do not need a paid OpenAI account.
For tickets that are in your language:
- Agents can use the Reply feature in Translate Conversations to adjust what they have written to compose a full reply using AI.
For new tickets that are not in your language:
- Translate Conversations automatically translates the tickets when they arrive.
- Agents then write their reply in their own language and then use Translate Conversations to translate the reply to the customer's language and the reply is sent in that language when the Agent submits it.
There are various options available to help you write a Reply to a ticket before translating it.
- Agents can also use the Reply feature to adjust what they have written to compose a full reply using AI. This reply can then be translated and inserted into the ticket reply.
- You can dictate a reply and then expand and adjust what you dictated.
- You can leave the reply blank, or add a brief reply, and select to use your Zendesk Knowledge Base or your Zendesk Macros to compose the reply. This will include links to the Knowledge Base article as relevant.
- You can also search for an article in your Help Center and use this as a Resource for the reply.
Once Translate Conversations is installed, the app is enabled and displays in the Ticket Sidebar in an opened ticket. Refer to Using Translate Conversations.
Using the Translate Conversations Configuration, you can apply the following:
- You can set up a Glossary to add translations for specific terms and to control any terms that should not be changed by the translation when sending Outbound replies.
- You can also make changes to the default Translation Prompt if you are familiar with ChatGPT prompts code. The Translation Prompt is used in Outbound Messages, not in the customers' inbound messages.
- Using the Team Languages option in the configuration, for any of your Team Members, you can select any languages that is known to the team member and therefore does not a translation.
- Using the Co-writer option in the configuration, you can customize and add details that help the AI craft replies consistent with your brand’s tone and support style. You can adjust the pre-set Instructions and add prompts that your team can use to guide the AI when refining a draft using the Reply option. In the Resources, you select which resources (the Zendesk Help Center) team members can reference when composing the reply.
Settings
In the Configuration, you can make changes to the Settings that apply to all users. These control:
- If the Auto-Translate of Inbound messages is on or off.
- Whether or not the original message in a translated Outbound message is added as an internal comment.
- You can select any languages to exclude from the translations.
- You can set a Zendesk Tag that is added to the ticket when the customer messages and/or the replies are translated.
- You can add a Disclaimer to let customers know that the agent replies were translated with AI and this message can be set to be added before or after the reply.
Refer to Changing the Translate Conversations Settings.
In this Article
Using Translate Conversations
Installing your Free 7-day Trial or your Free Version of the App
Using Translate Conversations
For details and examples of how Translate Conversations automatically translations a ticket that arrives and needs translation, and how a Support Agent translates their reply in the customer's language, refer to Using Translate Conversations.
Installing your Free 7-day Trial or your Free Version of the App
You can install a free 7-day Trial of the app which gives you unlimited translations.
Or, you can install a Free version of the Translate Conversations app which allows you to translate up to 100 translations per month.
Refer to Installing the Translate Conversations App.