Reply polisher

Overview

The Copilot Reply polisher is an AI-powered writing assistant that helps you refine customer support responses directly within Zendesk. It improves tone, clarity, and professionalism of draft responses you've already written without changing your intended message.

Key features

Polish actions

• Tidy up: Improves grammar, punctuation, and overall readability
• Expand: Lengthens your message while preserving key information
• Add empathy: Adds warmth and approachability to your response
• Custom prompt: Apply specific instructions or style preferences to your text

Additional Tools

• Translate: Convert your response to different languages
• Replace in editor: Move your refined response directly back to Zendesk (or copy to clipboard using Command + C)

How to use the Reply polisher

Getting started

1. Draft your response: Start by writing your initial reply in the Zendesk text editor
2. Open Reply polisher: Click the Assembled button in your Zendesk toolbar to open the Reply Polisher (note: your text from Zendesk will automatically populate in the Reply Polisher)
3. Choose your polish action: Select from the available options (Tidy up, Expand, etc.)
4. Review and refine: Make any additional adjustments as needed
5. Finalize: Use "Replace in editor" to move your polished response back to Zendesk

Translation Feature

The translation tool allows you to convert your response into different languages. Simply:

1. Complete your response in your preferred language
2. Click "Translate"
3. Select your target language
4. Review the translated version
5. Choose which version to use in your final response

Best practices

• Start with your own words: The tool works best when you provide your initial thoughts or draft
• Be specific with custom prompts: If using the custom prompt feature, provide clear instructions like "make this more empathetic" or "add a call to action"
• Use iteratively: Feel free to apply multiple polish actions to achieve your desired result

When to Use the Reply Polisher

• • • You've written a draft but want to improve its tone or clarity
    • You need to make a response more professional or friendly
    • You want to ensure your message is concise and well-structured
    • You're communicating in a second language and want to polish grammar

When Not to Use the Reply Polisher

• • • You need to generate a response from scratch