In the Agent Co-writer Configuration, you can change the Settings to adjust how AI composes the full reply to a ticket. You can also configure various settings that control the Translate function.
In Agent Co-writer Settings Tab
- 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.
- In the Translate tab, you can 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 set a Zendesk Tag that is added to the ticket when the customer messages and/or the replies are translated.
Configurations for the Translate Function
- In the Configuration, 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 in Agent Co-writer.
- 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 Agent Co-writer.
- 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 in Agent Co-writer.
Accessing the Agent Co-writer Configuration and Settings
- Login to your account.
- From the Switch between Swifteq Zendesk Apps button in the top right menu, select the Agent Co-writer app.
- The Agent Co-writer 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 tab of the Agent Co-writer app in the Ticket Sidebar.
Or, a Zendesk admin can click the Settings link the Agent Co-writer pop-up.
The Agent Co-writer configuration displays as above.