Composing a Reply

When replying to the email, there are various options available with Translate Conversations to help you write a reply to a ticket.

You can use the Reply feature in Translate Conversations to adjust what you have written to a full reply using AI. 

This adjusted reply can then be translated if needed and inserted into the ticket reply. 

Reply uses a set of Guidelines as the overall guidelines and also one of the Instructions that can be selected for the specific reply. These are set up in the Translate Conversations Co-writer Configuration (refer to Setting up Co-writer for the Reply Feature).  

In this Article
Adjusting your Reply using AI for a Customer's Email in your Language
Using your Help Center as a Resource

Adjusting your Reply using AI for a Customer's Email in your Language

In this first example, the customer's email is in your language and you can use AI to adjust your draft reply.

1. Add a draft reply.
   You can type the draft reply as a Public Reply. 
   or
   You can first open the Translate Conversations, and type your draft reply in the Reply tab.
2. Click Translate Conversations in the reply Tools to open Translate Conversations.
   
   
3. Click the Reply tab.
   In the Reply Draft, this displays any text you typed in the Public Reply of the ticket. Or you can add it or change it directly in the Reply Draft. 
   
   
   
   The Instructions for AI are automatically set as the Instructions that have been set as the default in the Co-writer settings in Translate Conversations Configuration (refer to ).
4. To use the default Instructions, click Adjust to automatically refine the draft for you.
   
   
    
5. You can make any changes manually to the Reply Draft.
    
6. You can select one of the different Instructions to use for the reply. 
   You can also add any other instructions by typing these directly and any changes are used only for that specific reply.
   
   Click Adjust to use the selected or changed instructions. 
   
   The Instructions are held in the Co-writer settings in Translate Conversations Configuration and these can be changed or additional Instructions can be configured (refer to Setting up Co-writer for the Reply Feature).  
   
   
   
   For example, this is the same draft when adjusted using different instructions.
   
   
    
7. When you are ready, click Insert to add the Draft to the ticket.

You can redisplay the Translate Conversations Reply again to re-run the adjust, for example, if you have made any changes or want to use different Instructions.

Displaying Previous Versions in the Reply Draft

The Reply Draft holds up to five previous versions of your drafts. Click the Undo or Redo in the top right-hand corner of the Reply Draft to display the previous versions.

Using your Help Center as a Resource

In the Reply, you can search for an article in your Help Center and add a Resource. AI will use this when adjusting your Draft and include relevant information from it in the draft. You can also set up the instructions so a link to the selected resource will be included in the draft.

In the following example, there was no resource selected.

If an article relating to resetting a password is selected as a resource, instead of adding the text as "click the reset link on the login page" it would take the name of the actual link from the selected resource help article and include this in the draft. In this example, it would add that the prompt was “Don't remember your password”.

In this example, the Instructions have been changed to also include to add a link to the selected help article.

Adjusting your Reply using AI when the Customer's Email is not in your Language

In the same way as when the customer's email is in your language, you can use Translate Conversations to adjust the reply before translating.