Glossary

What the glossary doesCopy Anchor Link

The glossary is the "Glossary" (术语表) tab at the top of the Knowledge (知识库) page. It affects two things:

1. Translation in the inbox: customer messages translated for agents, agents' replies translated for customers, the meaning shown under AI suggestions, and machine-translated quick replies.
2. The AI's own replies: when the AI writes to a customer in their language, it follows the glossary too.

Each message only carries the terms it uses (found in the text, in the knowledge passages or in the product data the AI was given), so a glossary of a few hundred entries does not slow replies down or distract the model.

Everyone can see it; only owners and admins can add, edit, delete and import. Changes apply at once; there is no publish step.

Three kinds of entryCopy Anchor Link

Each entry can also have:

• Aliases (同义词): other ways customers or agents write the same thing, handled as the same entry. For example, give 隐藏款 the aliases 隐藏版 and secret, and whichever the customer writes is translated your way.
• Note (备注): for your team only; never sent to the model.

Languages a fixed translation does not list are translated by the model as usual.

MatchingCopy Anchor Link

• Case and full-width/half-width are ignored: ＬＡＢＵＢＵ and labubu both count as Labubu.
• Languages written with spaces (English and the like) match whole words: a keep entry Cat does not match category.
• Chinese, Japanese, Korean and Thai match wherever the text appears.
• At most 40 entries go with one message (longest first), and at most 20 avoid entries.

Adding entriesCopy Anchor Link

• Add (添加): one at a time.
• "Find brand names in products" (从商品找品牌名): picks words that look like brand, series or character names out of your synced product titles; the ones you tick become keep entries. No products synced means no suggestions.
• Import CSV (导入 CSV): the first row is a header with at least a 术语 (or term) column. Optional columns: 类型 / kind (保留词 / 指定译法 / 禁用说法, or keep / term / avoid), 语言 / lang (the term's own language code, zh by default), one column per language named by its code (en, ja, …), 同义词 / aliases (separated by | or 、), 备注 / note. Terms that already exist are skipped, not overwritten.
• Export (导出): the same format, so you can edit and import again.

Each workspace can hold up to 500 entries.

kind,term,lang,en,ja,aliases,note
keep,Labubu,,,,,
term,盲盒,zh,blind box,ブラインドボックス,mystery box,
term,隐藏款,zh,secret edition,シークレット,隐藏版|secret,
avoid,cheap,en,,,,

Try a translationCopy Anchor Link

"Try" (试译) uses the same translator as the inbox, with the glossary. Type a sentence, pick the languages, and see the translation and which entries it used. Each try counts as one translation in your AI costs.

RelatedCopy Anchor Link

• Each agent's work language: Teams and routing; how translation works in the inbox: Inbox.
• The AI's replies still pass the pre-send check; the glossary never lets the AI say things your sources do not (see How the AI answers).
• AI assistants connected over MCP can read and add entries (see MCP).