In this example, a Workflow is set up to translate an Outbound message to do the following:.
The Agent replies in your language and this is automatically translated to the language as the customer's message and sent to the customer.
For general information on setting up Workflows, refer to Configuring the Workflows for the Triggers+ChatGPT App.
In this Article
Creating the Workflow
Name and Trigger
Action that is Made by OpenAI ChatGPT
Zendesk Action
Enable the Workflow and Save
Opening the Trigger that is Created
Making Changes to the Zendesk Trigger for the Outbound Translations Workflow
How the Workflow Translates the Outbound Message in the Ticket
Creating the Workflow
Name and Trigger
| Name | Enter the Name, for example, Translate Outbound. |
| Trigger |
This selects the Zendesk Trigger to use, and whether this is when the ticket is Created or Updated. Select When a ticket is Updated (new Trigger) to create a new Trigger. You can also select an existing Trigger that has already been created for a Triggers+ChatGPT Workflow. For details on this, refer to Trigger in Configuring the Workflows for the Triggers+ChatGPT App. |
Action that is Made by OpenAI ChatGPT
The next fields determine what ChatGPT does. For this example, the following is added to the Workflow.
| OpenAI ChatGPT Action | Select the OpenAI ChatGPT Action as Translate |
| GPT-4 or GPT-3.5 |
In order to properly use, or to test, Triggers+ChatGPT you need to have a paid OpenAI API account. This will allow you to select GPT-4. For further information, refer to Open API Key in Configuring the Workflows for the Triggers+ChatGPT App. |
| OpenAI API Key |
The first time you set up a Workflow, you need to enter your OpenAI API Key which allows Triggers+ChatGPT to communicate with the OpenAI services. If you have already saved your key you will not need to enter this again. For details, refer to Open API Key in refer to Configuring the Workflows for the Triggers+ChatGPT App. |
| Translate Direction |
For the Translate Direction, select Outbound - Translate Internal Notes as Public Replies. The Agent will write the reply as an Internal Note and when the ticket is submitted, this is translated and sent as a Public Reply. |
| To Language |
For the To Language, it is recommended to set this to This translates any Internal Notes (added by the Support Agent) to the language of the User who created the ticket, that is, to the language of the customer who created the ticket. |
| Internal Note starts with |
The value in the Internal Note starts with field, determines the hashtag that is used to translate the Outbound text. The default for this is #translate.
If you change the default, ensure that this is changed wherever it is used and needed. |
The following is how this example looks when setting up the Workflow.
Zendesk Action
There are no changes needed for the Zendesk Action and this is automatically set to Add Comment to Ticket as a Public Reply.
Enable the Workflow and Save
Enable the Workflow by clicking the Enable/Disable toggle and save it by clicking Save.
The Configuration displays and includes the saved Workflow.
You can open and edit the Workflow at any time from the Triggers+ChatGPT Configuration. If you want to check or make changes to the Trigger for the Workflow in your Zendesk Admin Center before enabling it, you can leave it as disabled, check the Trigger then open the Workflow and enable it.
Refer to Editing a Workflow in Configuring the Workflows for the Triggers+ChatGPT App.
Opening the Trigger that is Created
This Workflow was configured selecting When a ticket is updated (new Trigger). When the Workflow is saved, this automatically creates a Zendesk Trigger in your Zendesk Admin Center. You can open the trigger directly from the Workflow by clicking View Trigger.
Making Changes to the Zendesk Trigger for the Outbound Translations Workflow
There are changes needed to the Conditions in this Trigger and you can open it directly from the Workflow by clicking View Trigger.
The Zendesk Trigger Swifteq New Ticket - Translate Outbound displays in your Zendesk Admin Center.
The following is an example of how the Trigger is initially set.
Make the following changes to the Trigger:
- Remove the following Condition in the Meet ALL of the following conditions section.
Ticket > Tags Contains none of the following swifteq_triggers_updated - Add the following Conditions in the Meet ALL of the following conditions section.
Ticket > Comment Is Private
Ticket > Comment text Contains the following string #translate
The following shows how the Conditions should be se in the Zendesk Trigger for the Outbound Translations. - Click Save to save the changes to the Trigger.
How the Workflow Translates the Outbound Message in the Ticket
The following shows how the Agent replies to the message, in English, and this is translated and sent to in same language as the Customer's message.
- The Agent first selects to enter the reply as an Internal Note.
- The hashtag #translate is the first thing to enter in the reply that will be translated.
- The Agent then writes the reply in the Internal Note.
- The Agent clicks Submit.
- The reply is translated and sent as a Public Reply.