Agent Co-writer also has 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.
The Dictate feature in Translate will be included in the near future.
In this Article
How the Translate Feature in Agent Co-writer Translates an Incoming Ticket
Translating your Reply
Displaying Previous Versions of the Translation in the Reply Draft
How the Agent Co-writer Configuration Options are Applied
Selecting to Auto-translate and/or Auto-insert in the Agent Co-writer pop-up
If Inbound Message has not been Translated
Including Links in Translated Articles
How the Translate Feature in Agent Co-writer Translates an Incoming Ticket
Where a ticket is in the agent's language, no translation is done.
Where a ticket is in a language that is different to the agent's language, and if the agent has Auto-translate enabled in their settings, the Translate function automatically translates an incoming ticket.
The following shows the automatic translation of a ticket that arrives and needs translation.
- A customer sends an email to the Support Helpdesk. The following is an example of an email being sent to the Support Helpdesk. The email is in Spanish.
- The email arrives and a ticket is created.
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Providing Auto-translate is ON in the Agent Co-writer Translate Settings, and in the agent's settings, for a ticket that arrives in a language that needs translating, the message is translated when the ticket is first opened.
Refer to Translate Settings for Agent Co-writer and Changing your Translate Settings and Tickets in a Language you Know.
Agent Co-writer detects the language, makes the translation, and adds this as a Comment (as an Internal Note) in the ticket below the original message. The Summary is always in the agent's language.
Translating your Reply
In the same way as with a reply in your language, you can enter or dictate a brief reply and use Agent Co-writer to adjust your draft (refer to Using Agent Co-writer). You can then translate the reply.
- In the Agent Co-writer pop-up, disable Auto-Translate and Auto-Insert so you can type a draft of the reply and adjust it.
- Either type a brief reply in the ticket and then display the Agent Co-writer pop-up, or type a brief reply directly in the Agent Co-writer pop-up.
- Click Adjust to adjust what you have written to a full reply using AI.
- If needed, make any changes to the Reply Draft.
- When you are ready with the draft, you can translate it.
Click the Translate tab.
- The language is selected automatically.
Click Translate.
The text is translated and displays as the Reply Draft.
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You can click Try again to change the selection for language. Selecting a different language will also change the Customer language for that ticket.
If you need to re-translate, you can click the Undo and Redo to restore the original text and redo the translation. Refer below to Displaying Previous Versions of the Translation in the Reply Draft.
- Click Insert to insert it in the Public Reply of the ticket.
- Before submitting, you can redisplay the Agency Co-writer, undo and redo and make further adjustments to the draft, adjust again and retranslate as needed.
- Click Insert to insert it in the Public Reply of the ticket.
The reply is sent, the translated text displays in the ticket.
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If you have Add original as internal comment enabled in your Translate Settings, the app will add the original message as an internal comment as in the following example.
Refer to Add original as internal comment in Translate Settings for Agent Co-writer.
Refer also below to Translating a Reply for Messaging Tickets.
- If you have added text for Add a disclaimer to translated agent replies, in your Translate Settings, this will show in the reply to let customers know that the agent replies were translated with AI.
Displaying Previous Versions of the Translation in the Reply Draft
The Reply Draft holds up to five previous versions of your translations. Click the Undo or Redo in the top right-hand corner of the Reply Draft in the Translate tab to display the previous versions of what the Agent Co-write has translated.
You can use this to redisplay the untranslated text if you need, change it and translate it again.
How the Agent Co-writer Configuration Options are Applied
There are various options in the Agent Co-writer Configuration that affect the translations. Refer to Agent Co-writer Configuration.
- If a Glossary has been uploaded in the Agent Co-writer configuration, this is used in the translation of the Outbound message.
Refer to Agent Co-writer Settings - Guidelines, Instructions and Resources.
- The Translation Prompt in the configuration is also used in the Outbound message.
Refer to Changing the Translation Prompt for Agent Co-writer and Improving the Quality and Tone of the Translations using the Agent Co-writer Translate Prompt.
- If you have set up a Disclaimer, this is translated to the relevant language and added to the reply, either before of after the message according to how this is selected in the configuration Settings.
Refer to Add a disclaimer to translated agent replies in Translate Settings for Agent Co-writer.
- If Add original as internal comment is enabled in the configuration Settings, when you click Submit, the original text that was translated is added as an Internal Note.
Refer to Add original as internal comment in Translate Settings for Agent Co-writer.
Refer also below to Translating a Reply for Messaging Tickets. - If a Disclaimer has been included in the configuration Settings this is shown in the reply.
Refer to Add a disclaimer to translated agent replies in Translate Settings for Agent Co-writer.
Selecting to Auto-translate and/or Auto-insert in the Agent Co-writer pop-up
In the Agent Co-writer pop-up, you can set Auto-Translate and Auto-Insert.
These settings are held for each agent so you set these according to your preference. You can set either or both of these, or leave both disabled so you can select when to Translate and Insert using the buttons.
- When Auto-translate is enabled, the full reply that you have typed in the ticket is automatically translated when you display the Agent Co-writer pop-up.
- When Auto-insert is enabled, the translation is automatically inserted into the ticket reply as soon as the translate is performed, which can be either when you click Translate or when the Auto-Translate has run.
You can set Auto-Translate as disabled and Auto-Insert as enabled so that as soon as you click Translate, the translation is added to the ticket.
Or, you can also set Auto-Translate as enabled and Auto-Insert as disabled so that when you display the Agent Co-writer, the translation is made, but not added to the ticket until you click Insert.
If you had both Auto-Translate and Auto-Insert enabled, you would type your full reply, display Agent Co-writer and the reply will be translated and inserted automatically.
If you adjust a reply in the Reply tab, the Auto-translate will be switched off so it does not trigger accidentally and you lose the draft changes.
To set either Auto-Translate or Auto-Insert, before typing a reply, display the Agent Co-writer popup and enable Auto-Translate and Auto-Insert. This remains set for all tickets unless changed.
Translating a Reply for Messaging Tickets
When translating a reply for Messaging Tickets, and if Add original as internal comment is enabled in the configuration Settings, if you click Send this will not add the original text as an Internal Note.
You need to click Submit after clicking Send to add the original text as an Internal Note.
Refer also to Add original as internal comment in Translate Settings for Agent Co-writer.
If Inbound Message has not been Translated
If Auto-translate is OFF in the configuration Settings, the Inbound messages will not be translated. Refer to Translate Settings for Agent Co-writer.
An Agent can still manually translate their reply as above, and send the translated reply to the customer. Agent Co-writer will detect the customer's language to translate the reply to.
Including Links in Translated Articles
If you want to include links in translated replies, for example to Help Center articles, you can add these before submitting.
If you have used the Agent Co-writer Reply function to compose your draft, you may have used the Use resource function and the Instructions can be set to include a link automatically (refer to Using your Help Center as a Resource in Composing a Reply with Agent Co-writer).
When searching in the Use resource of the Reply function, you can also search for an resource in the relevant language.