You can make changes to the Translate Settings for Agent Co-writer. These apply to all users.
The Translate Settings 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, and set any tabs that are set for translated replies. 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
Displaying the Settings
Auto-translate inbound messages
Add original as internal comment
Exclude languages
Add tag to translated tickets
Add a disclaimer to translated agent replies
Displaying the Settings
- Display the Settings page from the Agent Co-writer configuration.
- Click the Translate tab.
If changes are made to the Settings, click Save to save the changes.
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 Translate tab of the Agent Co-writer 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 Agent Co-writer.
You need to click Submit after clicking Send to add the original text as an Internal Note.
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.
Add a disclaimer to translated agent replies
You can add a Disclaimer to let customers know that the agent replies were translated with AI. The message can be set to be added before or after the reply.
The text in the Disclaimer is translated to the relevant language and added to the outbound comments. The disclaimer is visible to the customer. If there is nothing added as the disclaimer text, it will not be included in the outbound comments.
- Enter the text to be added to all outbound comments.
- Select whether to insert the disclaimer at the start of end of the message.