Since first launching Chat Apps back in August, we’ve seen phenomenal interest and adoption for our initial launch partners. After getting more feedback, we’re excited to announce our newest app - dynamic content for shortcuts.
*Note: To use the dynamic content for shortcuts chat app, you will need to be on Zendesk Chat Team or above and on Support Professional or above.
Dynamic content for shortcuts - Manage shortcuts in multiple languages
Supporting customers across multiple languages is challenging. Coordinating timezones, agent schedules, analytics, are just some of the problems you’re likely to face. In the past you may have also had to manage hundreds of shortcuts across multiple languages. Fortunately, with the release of the dynamic content for shortcuts app you now only need to manage one set of shortcuts.
The dynamic content for shortcuts app lets you create a single shortcut in your default language and then translate it into all the languages you typically support. Now, whenever a customer starts a chat from one of the languages you support you can send the customer the default shortcut and the app will automatically detect the language the customer is using and send the appropriately translated shortcut.
The dynamic content for shortcuts app works in conjunction with dynamic content in Zendesk Support. So, all your dynamic content placeholders and variants will automatically work with Zendesk Chat shortcuts.
Setup and usage:
Here’s an example of how the dynamic content for shortcuts app works:
First you must install the dynamic content app.
Then, you must create the text you want to send to customers using the dynamic content feature in Zendesk Support:
Hi, can I help you with anything?
Next, this text is replaced with the dynamic content placeholder:
Then you create variants of the original text in the languages you support:
Spanish: Hola, ¿cómo puedo ayudar?
French: Salut, comment puis-je aider?
Finally, you must create a shortcut within Zendesk Chat that uses the placeholder as the text:
Now, whenever you send a message to the customer using the shortcut “welcome”, it will automatically get translated into the language of the customer:
Dynamic content provides you with a way to streamline support for multiple languages. You can reference one single placeholder and the appropriate language is displayed based on the customer’s language.
We hope you find our latest app useful and if you have any feedback please leave a comment below.