Cody Assist
A translation assistant for every language.
A translation assistant translates customer messages and drafts replies in the customer’s language, using the fixes in your English help center and the terms in your glossary, with the source for every reply. Support and global teams use Cody Assist to answer in other languages without translating every article.
Translate
It translates what customers write.
Paste a message in another language and get a faithful translation, plus what the customer is asking for.
Reply
It answers in their language.
Ask for a reply and Assist writes it in the customer’s language, using the fix from your English help center.
Sources
Every reply shows its source.
The sources are your own articles, in English. One click opens the passage the reply relies on.
Tone
It adjusts the tone.
Formal for an enterprise customer, friendly for everyone else, in German, French or Spanish.
Glossary
It keeps your terms consistent.
Assist checks translations against your glossary, so product terms read the same in every language.
In practice
What a translation assistant handles
Requests people really make, and what Assist does with each one.
Translate this ticket from Spanish
Answers with a sourceTranslates it and sums up the request
Reply in Spanish with the fix
Answers with a sourceWrites the reply from your English help center, with the source
Make it formal, in German
Takes the next stepRewrites the reply for an enterprise customer
Check my French reply
Answers with a sourceChecks it against your glossary and suggests fixes
What’s our refund policy, in Portuguese?
Answers with a sourceAnswers from the policy, in Portuguese
Translate this release note into Japanese
Takes the next stepTranslates it, keeping product terms from the glossary
Does this customer sound upset?
Answers with a sourceExplains the tone of the message
Can you send the reply?
Hands off to a personHands the draft back to the agent, who sends it from your help desk
Behind the answers
You choose the sources, the glossary and the tone.
Assist answers only from your content and follows the rules you write for every language.
Knowledge4 sources- help.meridian.example48 articlesSynced
- Known issuesUpdated dailySynced
- Translation glossary.xlsx412 termsSynced
- Tone of voice.pdf6 pagesSynced
AssistantSettingsSupport Translator
Instructions
Translate customer messages into English and draft replies in the customer’s language. Use only the help center for fixes and the glossary for product terms. Match the tone the agent asks for.
- Knowledge
- 4 sources
- Available in
- Web app and Slack
- Shared with
- Support team
Setup
How to set up a translation assistant
Most support teams start with the articles behind their top tickets and the glossary they already use.
- 1
Add your content
Add your help center, glossary and tone guide.
- 2
Create the assistant
Write how it translates and replies.
- 3
Share it with your team
Agents use it in the web app or Slack, or you embed it for customers.
Results
Translation assistant metrics to track
The numbers that show whether it’s working for this team.
- Replies drafted
- Tickets answered in the customer’s language.
- Time to reply
- Minutes saved on tickets in other languages.
- Corrections
- Fixes native speakers still make, which should fall as the glossary grows.
FAQ
Translation assistant FAQs
Which languages does it handle?
It translates and replies in the languages the underlying model supports, which covers the major business languages. Test your top languages with your own content before you roll it out.
Do we need translated help center articles?
No. Assist answers from your English articles and writes the reply in the customer’s language, with the English source attached.
Can customers use it directly?
Yes, as a widget on your site or help center. Customers ask in their language and get answers from your content.
Will it keep our product names?
Yes, if they’re in your glossary. Add the terms and translations you use, and Assist follows them.
Cody Assist
Start with your help center and glossary.
Start free, add your documents and share the assistant with your team. Every answer shows its sources.