Plans and permissions:
- Add-on: Copilot, billed separately
- Use the Reply polisher: Any role
Use the Reply polisher to improve a reply you’ve already written in Zendesk, without changing what it says. It can fix grammar and readability, make the reply longer or warmer, follow your own instructions, and translate it into the customer’s language.
To open it, write your reply in the Zendesk editor, then select the Assembled icon in the editor’s toolbar. Your text appears in the Reply polisher automatically.
When to use the Reply polisher
Use the Reply polisher when:
- You’ve written a reply but want to improve its tone or clarity.
- You need a reply to sound more professional or friendlier.
- You want a reply to be concise and well structured.
- You’re writing in a second language and want to check your grammar.
It works best when you start with your own words. Be specific in custom instructions, and apply several options one after another to get the result you want. To write a reply from scratch, have Copilot draft it instead. See Copilot in Zendesk.
Polish a reply
- Write your reply in the Zendesk editor.
- Select the Assembled icon in the editor’s toolbar. The Reply polisher opens with your reply in it.
- Select Tidy up, Expand, or Add empathy, or enter your own instructions in Custom polish instructions…. See Reply polisher options.
- Review the result. Edit it, apply another option, or select Undo to go back.
- Select Replace in editor.
Your polished reply replaces the text in the Zendesk editor, ready to send.
Translate a reply
You can translate any reply, whether you wrote it, used a macro, or copied it from Copilot. This needs Copilot translations to be turned on.
- Write your reply in your own language, and open the Reply polisher.
- Choose the customer’s language in the language menu next to Translate. The language Copilot detected for the case is marked Detected.
- Select Translate.
- Review the translation, then select Replace in editor. To go back to your original instead, select Undo.
Reply polisher options
| Option | What it does |
|---|---|
| Tidy up | Improves grammar, punctuation, and readability. |
| Expand | Makes the reply longer, keeping its key information. |
| Add empathy | Makes the reply warmer and more approachable. |
| Custom polish instructions… | Rewrites the reply following your instructions, such as “make this more concise” or “add a call to action”. Enter your instructions and press Enter. |
| Undo and Redo | Step back and forward through your changes. |
| Translate | Translates the reply into the language you choose next to it. Appears when Copilot translations are turned on. See Translate a reply. |
| Replace in editor | Replaces the text in the Zendesk editor with the polished reply. You can also press Cmd + Enter on a Mac or Ctrl + Enter on Windows. |
You can also edit the text in the Reply polisher directly.