Skills CX operations
Translation workflow for support content
Non-English customers routinely run last quarter's policy because the English source was updated on launch day and translations were "queued." Nobody tracks the queue. CSAT drops in one market; someone discovers the Dutch refund article still mentions 14 days when English says 7.
npx rulebase-skills install cx-translation-workflowWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “translations are out of date”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Source-of-truth language
Pick exactly one authoritative source language for each article family — usually the language of the team that owns policy (often English, not always).
Translation states (make lag visible)
Every translated article needs machine-readable state, not just published/draft.
Workflow when source changes
Emergency policy correction: all locales P0. There is no "English only for now" for fee or legal changes unless regulators allow it — and even then, unpublish or banner non-compliant locales.
Stale translation detection
Run weekly (daily during launch windows): Compare translation source_version to live source version, List mismatches sorted by locale × article views × policy sensitivity, Cross-check macro and AI corpora in each locale, Sample tickets in each locale on stale topics.
Glossary and locked terms
Product names, plan names, fee currencies, and legal terms belong in a shared glossary — translators do not invent equivalents. Breaking changes to glossary trigger re-translation sweep of affected articles.
What not to translate literally
Machine translation for first draft is fine; publish requires human review on policy, billing, and compliance topics.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
