Agent Guide: Using AI Translation in Zendesk

Automatic Translation of Incoming Messages

Whenever a customer sends a message in a language that is not one of your known languages, Tolto automatically translates it for you inside Zendesk.

• The translated version appears in the internal notes, so you can quickly understand the message without leaving Zendesk.
  
  

• The original message (in the customer’s language) always remains visible in the ticket.

This way, you always see both versions side by side—ensuring you never miss important details, even when handling conversations in unfamiliar languages.

💡 Reminder: If a customer writes in a language that has been added as one of your known languages by an admin, Tolto will not translate it. 

Replying to Customers in Their Language

With Tolto, you don’t need to manually translate your replies. You simply write your response in your default (native) language, and Tolto handles the translation.

How to Reply

You have two options inside Zendesk:

Option 1: Translate Button

• Write your reply in your default language.

• Click the Tolto Translate button before sending.

• Your reply will be instantly translated into the customer’s language.

Option 2: Command Shortcut

• Start your reply with an exclamation mark (!) in an internal note.

• Tolto will translate your message into the customer’s language when it’s sent.
  
  

💡 Tip: Use the Translate button for one-click translations, the ! shortcut for quick commands, and Preview to double-check important replies before sending.

🔎 Note: Depending on your admin’s settings, you may or may not see your original (untranslated) reply saved as an internal note.

• If enabled, your reply will appear in the ticket as an internal note.

• If disabled, only the translated reply is sent to the customer.
  
  

Previewing Translations Before Sending

Tolto offers a Preview feature in Zendesk that lets you see how your reply will look in the customer’s language before it’s delivered. This is an optional step — for most replies you can send directly, but Preview is recommended for sensitive or detailed messages.

Two Ways to Preview a Translation

Option 1: Preview button in the Tolto App

• Write your reply in your default (native) language.

• On the right-hand side of Zendesk, open the Tolto App panel.

• Click the Preview Translation option to see the translated version.

• If you’re happy with it, click Apply to insert the translation into your reply.
  
  

Option 2: Use the Double Exclamation Command (!!)

• Start your internal note with a double exclamation mark (!!).

• Tolto will generate a preview of your reply in the customer’s language (without sending it).

• You can adjust your message and re-preview until you’re ready to send.
  
  

When to Use Preview (Recommended)

✔ For sensitive replies like refunds, escalations, or policy updates.
✔ When including IDs, numbers, or other customer-specific details (PII).
✔ For long or complex replies, to confirm readability in another language.

💡 Tip: Preview is there to give you extra confidence when it matters most. For everyday replies, you can send directly — translations are automatically delivered at a high-quality level, powered by OpenAI’s latest models.

Manually Change the Conversation Language

Tolto automatically detects the customer’s language. However, in some cases (e.g., mixed languages, typos, or incorrect detection), you may need to manually set the conversation language.

How to Manually Change the Language

1. In the Tolto App panel, click Change next to Customer Language.

2. Select the correct language from the dropdown list.

3. The conversation will now be translated based on your selection.
   
   
   

When to Use Manual Language Change

• Customer messages contain typos or slang that affect detection.

• The ticket includes multiple languages in the same message.

• The customer is switching languages mid-conversation.

• You want to lock the translation to a specific language for consistency.
  
  

💡 Tip: Once you manually set the language, Tolto will continue translating the conversation in that language until changed again.

Agent Commands Overview

💡 Tip:

• All commands must be entered as an internal note in Zendesk.
  
  
  

For !set-lang-code, check the full list of supported language codes