In the Translate Conversations app, you can add 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. Refer to Adding a Glossary for Translate Conversations.
You can 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. Refer to Changing the Translation Prompt.
For any of your Team Members, using the Team Languages option, you can select any languages that are known to the team member and therefore does not a translation. Refer to Selecting Known Languages for your Team Members.
Co-writer in the configuration holds the settings used in the Reply feature of Translate Conversations. Agents can use the Reply feature to adjust what they have written to compose a full reply to a ticket using AI. Refer to Setting up Co-writer for the Reply Feature.
You can also 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 also select any languages to exclude from the translations. You can also set a Zendesk Tag that is added to the ticket when the customer messages and/or the replies are translated. Refer to Changing the Translate Conversations Settings.
Accessing the Translate Conversations Configuration and Settings
- Login to your account.
- From the Switch between Swifteq Zendesk Apps button in the top right menu, select the Translate Conversations app.
- The Translate Conversations configuration displays as below.
Or
A Zendesk admin (the user who installed the app and created the Swifteq account) can click the Settings link in the Translate Conversation app in their own Ticket Sidebar.
The Translate Conversations configuration displays as above.