In the Translate Conversations app, you can load 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 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.
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.
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.
In this Article
Accessing the Translate Conversations Configuration and Settings
Adding a Glossary for Translate Conversations
Changing the Translation Prompt
Selecting any Known Languages for your Team Members
Changing the Translate Conversations Settings
Auto-translate inbound messages
Add original as internal comment
Exclude languages
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 admins (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.
Adding a Glossary for Translate Conversations
You can add a Glossary that is used in the translate. The Glossary allows you to control the translations for specific terms and phrases to maintain a specific brand voice or ensure that terms are consistent. You can use this to add translations for specific terms and also to control any terms that should not be changed by the translation. For example, use this so that your company or brand name, address details, are not translated, or for any other terms that need a specific translation.
You maintain the Glossary items in a comma separated (.csv) file which you upload.
If you have uploaded a Glossary in Help Center Manager, this will automatically show as loaded in Translate Conversations.
Changing or clearing the Glossary from one app will impact the Glossary in the other.
If you have added a Translation Instructions in Help Center Manager, this is not used in Translate Conversations and a different prompt is used in the two apps.
The Translation Notice in Help Center Manager is not used in Translate Conversations.
Refer to Translation Settings - Translate Glossary, Translate Instructions, Translation Notice.
- First set up a .csv file. The .csv file has a heading row with each language and a column for "All". Add a row for each term with the translations for each language. Where there is a common translation applicable to all languages, add this under the "All" column to indicate there is no other translation for this term.
The following is an example of an Excel spreadsheet with the entries. The file must be saved as a .csv file.
- Display the Glossary page from the Translate Conversations configuration.
The Available languages displays the languages that you have enabled in your Admin Center.
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Click or drag the prepared .csv file to upload it.
The following shows how the example .csv file above looks when loaded as the Glossary.
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Click Save Glossary.
CSV Column Delimiter Changer.
Changing the Translation Prompt
The Translate function includes a default ChatGPT Translation Prompt for Outbound Messages. The prompt is not used in the customers' inbound messages.
Display the Translation Prompt page from the Translate Conversations configuration.
- The System Instructions help to set the behavior of the translation and holds the main instructions for the translation.
The System Instructions in the Prompt provides the Role and is defined as "professional translator". The Prompt then includes instructions, rules and constraints for ChatGPT. The output of the task needs to be an HTML document.
The target language is specified with the variant of {{language}} which is taken from the language selections for the relevant ticket.
- The User Message provides requests or comments for ChatGPT to respond to.
- For details, refer to the OpenAI documentation GPT Models.
In the Translation Prompt, you have the option to save any changes by clicking Save Prompt.
You can restore the Swifteq defaults by clicking the Reset to Default Prompt link.
Selecting any Known Languages for your Team Members
For each of your team members, you can select any languages that they do not need to have translated. Each agent has their default language set in Zendesk but some agents may know more than one language and do not want tickets that arrive in a language they know to be translated. The known languages for specific agents are set using the Team Languages option. Messages in tickets will not be auto-translated if they are in a language known by the team member.
Display the Team Languages page from the Translate Conversations configuration.
The first time you access Team Languages, you are prompted to Connect to Zendesk Support and Authorize. This will fetch all your team members from Zendesk.
When prompted, click Read team members from Zendesk.
When your team members have been loaded from Zendesk, they display in the Team Languages page of the Translate Conversations configuration. This also shows the Default Language for each team member which does not need to be added as a Known Language.
As relevant, select the Known Languages for any agents from the drop-down.
If you need to reload the team members from Zendesk at any time, click Read from Zendesk. This will not change any of the Known Languages you have already selected for any team members.
For details on how this function is used, refer to When a Ticket Arrives in a Language that is Set as an Agent's Known Language in Using Translate Conversations.
Changing the Translate Conversations Settings
Display the Settings page from the Translate Conversations configuration.
Auto-translate inbound messages
When Auto-translate inbound messages is enabled, inbound messages will be automatically translated to the agent's language. This setting can be overwritten by each agent in their own workspace using the selections in the Translate Conversations app in the Ticket Sidebar.
Add original as internal comment
When Add original as internal comment is enabled, when the agent translates an Outbound message and clicks Submit, the app will add the original message as an internal comment. For an example, refer to Using Translate Conversations.
Exclude languages
When any languages are selected for Exclude languages, any Inbound or Outbound message in these languages will not be translated. You can select any of the languages that have been enabled in your Admin Center.
Add tag to translated tickets
You can also set a Zendesk Tag that is added to the ticket when the customer messages and/or the replies are translated.
Add the Tags in lowercase without any spaces.