Composing a Reply – Swifteq Apps - Zendesk and Intercom

When replying to the email, there are various options available with Translate Conversations to help you write a reply to a ticket.

You can use the Reply feature in Translate Conversations to adjust what you have written to a full reply using AI.

You can enter a small amount of text with the basics of what you want to reply and use the reply feature of Translate Conversation to adjust what you have written to a full reply using AI.
You can also enter a detailed reply and use Translate Conversation to proof-read and expand what you have written.
You can Dictate a brief or detailed reply and use Translate Conversation to 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.
In the Reply tab of the Translate Conversation pop-up, you can search for an article in your Help Center and add an article as a Resource for the reply. AI will use this when adjusting your Draft and include relevant information from the selected article in the draft. You can also set up the Instructions in the configuration so a link to the selected resource will be included in the draft.

This adjusted reply can then be translated if needed and inserted into the ticket reply.

Reply uses a set of Guidelines as the overall guidelines and also one of the Instructions that can be selected for the specific reply. These are set up in the Translate Conversations Co-writer Configuration (refer to Setting up Co-writer for the Reply Feature).

In this Article
Adjusting your Reply using AI for a Customer's Email in your Language
Using your Help Center as a Resource

Adjusting your Reply using AI for a Customer's Email in your Language

In this first example, the customer's email is in your language and you can use AI to adjust your draft reply.

Add a draft reply.
You can type the draft reply as a Public Reply.
or
You can first open the Translate Conversations, and type your draft reply in the Reply tab.
Click Translate Conversations in the reply Tools to open Translate Conversations.
Click the Reply tab.
In the Reply Draft, this displays any text you typed in the Public Reply of the ticket. Or you can add it or change it directly in the Reply Draft.

The Instructions for AI are automatically set as the Instructions that have been set as the default in the Co-writer settings in Translate Conversations Configuration (refer to Setting up Co-writer for the Reply Feature).
To use the default Instructions, click Adjust to automatically refine the draft for you.
You can make any changes manually to the Reply Draft.
You can select one of the different Instructions to use for the reply.
You can also add any other instructions by typing these directly and any changes are used only for that specific reply.

Click Adjust to use the selected or changed instructions.

The Instructions are held in the Co-writer settings in Translate Conversations Configuration and these can be changed or additional Instructions can be configured (refer to Setting up Co-writer for the Reply Feature).

For example, this is the same draft when adjusted using different instructions.
When you are ready, click Insert to add the Draft to the ticket.

You can redisplay the Translate Conversations Reply again to re-run the adjust, for example, if you have made any changes or want to use different Instructions.

Displaying Previous Versions in the Reply Draft

The Reply Draft holds up to five previous versions of your drafts. Click the Undo or Redo in the top right-hand corner of the Reply Draft to display the previous versions.

Using your Help Center as a Resource

If you have connected your Zendesk Help Center in the Resources in Co-writer configuration, you can search for an article in your Help Center and add it as a Resource to use in the Draft Reply (refer to Resources in Setting up Co-writer for the Reply Feature).

AI will use this when adjusting your Draft Reply and include relevant information from the article in the draft. You can also set up the instructions so a link to the selected resource will be included in the draft.

In the following example, there was no resource selected.

070 Reply Tab Adjust Draft Reply.gif

If an article relating to resetting a password is selected as a Resource, the draft reply will include relevant information from the article.

Click use resource.
In Search resources enter a keyword or search text for the articles to use and press the Enter key.
This displays a list of the articles in the Help Center selected as your Resource that contain the search text.

Note: When searching for an article, this only displays published articles.

Click to select the article you want to use as the resource.
Click Adjust. The Draft Reply is displayed.

In this example, instead of adding the text in the draft as "click the reset link on the login page" it has included the name of the actual link from the selected resource help article and included this in the draft, which in this example, it added that the prompt is “Don't remember your password”.

The AI may add a link to the selected resource in the answer, depending on whether or not the AI finds it relevant to include a link. You can make changes to the Co-writer Instructions and/or Guidelines to add extra control for this.

Using Dictate to Add your Reply

You can use the Dictate function to dictate your reply.

Click Dictate
Dictate your reply which displays as the volume when you are talking. You can Dictate a brief or detailed reply.
When finished, click the tick.

The text you dictated is added in the Reply Draft. the Reply option in Translate Conversations will make some adjustments and this will remove pauses or hesitations such as "eh' or "um" and if there are repetitions it will try to clear some of this.
Click Adjust function to adjust the reply you dictated and click Insert to add the reply to the ticket.

Adjusting the Reply using your Knowledge Base or Macros

You can 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. Using this function, you can leave the draft reply blank and AI will search through existing resources to find the reply.

Leave the reply blank, or add a brief reply.
Click Use Macros or use Knowledge Base to select which to use.
Only select one of these.
Click Adjust and Translate Conversations uses the articles in your Zendesk Knowledge Base or your Zendesk Macros, as selected, to add the Reply Draft. A link to a relevant article is added as relevant.
Click Insert to insert the reply in the ticket.

Warning: If there is no draft reply entered and there are no resources found in the Macros or in an article in the Knowledge Base, then the LLM (Large Language Model) will come up with a made up answer. This is known as LLMs hallucinating. Ensure you always check the adjusted reply.

Adjusting your Reply using AI when the Customer's Email is not in your Language

In the same way as when the customer's email is in your language, you can use Translate Conversations to adjust the reply before translating.

Note: Always write your draft reply in your language.

Note: If you add a draft reply that is very short and basic (for example, "hi") this will adjust the draft using the contents of the customer's email. But, as there is so little in the draft, this may write the reply in the same language as the customer's.