How Do I Use Auto Translations?
Introduction
Auto translations enable seamless communication between customer service agents and customers who speak foreign languages. This feature allows agents to automatically translate messages within conversations, reducing barriers to serving a broader international customer base efficiently.
How Do Auto Translations Work in a Conversation?
Once a conversation is routed to a customer service representative in the agent inbox and the agent opens the conversation, the language of the messages is detected and displayed.
The detected language is compared with the languages the agent speaks, leading to two possible scenarios:
The Customer's Language is Spoken by the Agent
If the customer's language is one the agent speaks (e.g., both speak Dutch), the messages are not translated, and translation options are disabled.
The Customer's Language is Not Spoken by the Agent
If the customer speaks a language the agent does not (e.g., the agent speaks only English, and the customer speaks Dutch), auto translation is initiated to translate messages into the agent's set "Default Language".
How Do I Configure My Auto Translation Settings?
You can set up your language preferences on your user settings page. For detailed instructions, please refer to the following article:
How Do I Know If Messages Are Translated?
When messages are translated in a conversation, a translation icon appears in the message bubble, indicating a translated message.
Managing Translations in Conversations
During a conversation, if you want to view the original message sent by the customer or agent, click the translation icon to disable the translated messages.
Alternatively, enable the "showing the original message" option to view messages side by side.
What If Message Translation Fails?
If an error occurs during translation, an error icon appears on the translation icon within the conversation. Click it to access a retry button, which will initiate a retry of the translation process, handling translations one by one to increase success chances.
How do Outgoing Messages and Translations work?
When composing a response, you can type in your preferred language. The Mobile Service Cloud automatically translates your message into the customer's language, ensuring seamless communication without revealing the language difference to the customer.
The translated message shown to the customer is labeled as the 'original'. This 'original' message is then re-translated back into your language for your reference. As a result, you may notice slight differences between the translated version and your original typed response.
E-learning Video
For further guidance, watch our e-learning video:
https://vimeo.com/1058630932/541a55e205