In the Agent Co-writer 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.
In this Article
How the Glossary is used
Setting up the Glossary .csv File
Adding the Glossary
Editing the Glossary
Editing or Deleting a Term, Clearing All Terms
Adding a New Language
Downloading to a .CSV File or Uploading from a .CSV File
Case and Plurals for Glossary Terms
How the Glossary is used
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. You can also edit the Glossary directly using the Edit Glossary.
If you have uploaded a Glossary in Help Center Manager, this will automatically show as loaded in Agent Co-writer.
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 Agent Co-writer and a different prompt is used in the two apps.
The Translation Notice in Help Center Manager is not used in Agent Co-writer.
Refer to the Help Center Manager article Translation Settings - Translate Glossary, Translate Instructions, Translation Notice.
Setting up the Glossary .csv File
When loading the Glossary terms from a file, you can load this as 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 first column in the .csv file must be the default (source) language, that is, your agents' language.
The following is an example of an Excel spreadsheet with the entries. In this example, the default language is English.
Adding the Glossary
- Display the Glossary page from the Agent Co-writer configuration.
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Click Upload.
Note: The Available languages displays all the languages supported by the Agent Co-writer app, not the languages you have enabled in Zendesk.
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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.
- Click Save Glossary.
You can click the Download icon to download the file.
CSV Column Delimiter Changer.
Refer also to Translate Settings for Agent Co-writer.
Editing the Glossary
You can also edit the Glossary directly.
Adding a Term
- Click Add Term to add an additional line.
- Enter the term in the default language.
- Enter the term for all or any of the languages, or enter the term to be used for All languages.
Changes are saved automatically.
Editing or Deleting a Term, Clearing All Terms
You can edit any of the terms by clicking on the relevant term and making the changes.
To delete one or more terms, select the relevant terms in the left-hand side and click Remove.
To delete all the terms, click Clear All.
Adding a New Language
Click New Language and select the language to add to the Glossary from the languages you have enabled in Zendesk.
Downloading to a .CSV File or Uploading from a .CSV File
To Download the Glossary to a .csv file, including any changes, click the Download Glossary as CSV on the right-hand side.
You can Upload a .csv to the Glossary, in the same way as above by selecting the file. This gives a warning that "After saving, you will overwrite the existing glossary." To save the uploaded file, click Save.
Case and Plurals for Glossary Terms
The Glossary terms are not case sensitive and plurals are used as relevant and where possible.
For example, for the term "Highly Fragrant Rose" which is in upper and lower case with each word starting with a capital letter, when this is used to translate the text "highly fragrant rose" which is all lower case, the translation is in lower case. When this is used to translate the text "Highly Fragrant Roses" which is plural, the translation will also be plural.