The Swifteq Agent Co-writer app uses AI to help generate replies to your customer's support tickets.
There are various options available with Agent Co-writer to help you write a Reply to a ticket.
- You can add a brief reply and use the Reply feature in Agent Co-writer to adjust what you have written to compose a full reply using AI. AI adjusts this to write complete and polished replies.
- You can dictate a reply and use Agent Co-writer 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.
- You can also search for an article in your Help Center and use this as a Resource for the reply.
The AI enhances tone, clarity, and structure so your agents can communicate faster and more effectively.
Once Agent Co-writer is installed, the app is enabled and displays in the Ticket Sidebar in an opened ticket. In the Resources, you can connect your Zendesk Help Center. Team members can reference this when composing the reply which enables the AI to access key details from your knowledge base. You can also include relevant links to help articles. By linking to you Help Center, this helps customers get accurate and complete answers. Refer to Using Agent Co-writer.
You can customize and add details that help the AI craft replies that are consistent with your brand’s tone and support style. You can also adjust the pre-set Instructions and add prompts that your team can use to guide the AI when refining a draft.
Ticket Summary
Agent Co-writer also displays a live Summary of the conversation. The Summary includes both the emails from the customer and the replies from the agent. Refer to Displaying a Summary of the Ticket.
Translate
Agent Co-writer also includes a Translate feature. This allows your Support Agents to communicate with your customers in the customer's own language. Translate is powered by OpenAI's ChatGPT API. and provides fast translations of tickets to and from any spoken language. Refer to Using the Translate Feature in Agent Co-writer.
Agent Co-writer is powered by OpenAI's ChatGPT API. To use Agent Co-writer, you do not need a paid OpenAI account.
In this Article
Using Agent Co-writer
Agent Co-writer Settings
Translate Function
Translate Settings
Installing your Free 7-day Trial or your Free Version of the App
Using Agent Co-writer
For details and examples of how Agent Co-writer 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 Agent Co-writer and Translating a Reply in Agent Co-writer.
Agent Co-writer Settings
The Settings in the Agent Co-writer configuration holds the settings used in the Reply feature of Agent Co-writer.
- In the Guidelines, you can customize and add details that help the AI craft replies that are consistent with your brand’s tone and support style.
- You can adjust the pre-set Instructions and add prompts that your team can select to guide the AI.
- In the Resources, you select which resources team members can reference when composing the reply. This connects to the articles in your default Zendesk Help Center.
Refer to Agent Co-writer Settings - Guidelines, Instructions and Resources.
Translate Feature
Agent Co-writer also includes a Translate feature. This allows your Support Agents to communicate with your customers in the customer's own language. Translate is powered by OpenAI's ChatGPT API. and provides fast translations of tickets to and from any spoken language.
For new tickets that are not in your language:
- Translate in Agent Co-writer automatically translates the tickets when they arrive.
- Agents can use Agent Co-writer to adjust what they have written to compose a full reply using AI and then use the Translate function to translate the reply into the customer's language. The translated reply can then be inserted into the ticket reply.
- The translated reply is sent in the customer's language when the Agent submits the ticket. You can set the Translate Settings so the agent's reply, in their language, is added to the ticket as an internal comment.
Refer to Using the Translate Feature in Agent Co-writer.
Translate Settings
In the Agent Co-writer Configuration - Settings - Translate tab, 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 Translate Settings for Agent Co-writer.
In the Agent Co-writer Configuration, you make changes to 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. Refer to Adding a Glossary for Translate in Agent Co-writer.
- 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. Refer to Changing the Translation Prompt for Agent Co-writer.
- 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. Refer to Selecting Known Languages for your Team Members in Agent Co-writer.
Installing your Free 7-day Trial or your Free Version of the App
- You can install a free 7-day Trial of the Agent Co-writer app which gives you unlimited replies for that period of time.
- You can install a Free version of the app which allows you up to 100 replies per month.
- You can install a full version of the app which allows you unlimited replies.
- Agent Co-writer has all the Translate Conversations functionality. With the 7-day Trial, this is unlimited translations for that period of time, with the free version of Agent Co-writer, this is 100 translations per month, and the full version of app allows unlimited translations.
Refer to Installing the Agent Co-writer App.