Translating conversations in tickets


Agents can communicate with end users and even if they are using different languages, using automatic conversation translation in Agent Workspace.


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Agents can communicate with end users and even if they are using different languages,
using automatic conversation translation in Agent Workspace.
When activated by an admin, agents can manage automatic translation for each
conversation they’re currently serving. For information on turning on automatic
translation, see Turning on and off AI translation for ticket
conversations.
This article includes the following topics:

Turning on automatic translation for a conversation
Turning off automatic translation in an ongoing conversation
Switching between the original and translated message text



Turning on automatic translation for a conversation

When a language difference is detected in an incoming message, a banner appears
letting you know the end user’s language.

If the detected language is incorrect, you can use the dropdown to select the correct
language for the incoming message.
To automatically translate an incoming conversation

In the translation banner, click Translate. The banner updates
to display the translation status:


To decline automatic translation for an incoming conversation
Click the X to dismiss the banner.

If you decline to translate a conversation initially, you can still turn on
translation during the conversation.
To turn on translation in an ongoing conversation


In the conversation header, click the
Options menu ( ), then click
Translate. The translation banner appears, displaying the
translation status.



Note: If you translate a message then select another language from the dropdown, you'll
need to refresh the page to see the updated translation.




Turning off automatic translation in an ongoing conversation

You can choose to turn off automatic translation if it is no longer needed – for
instance, if a new end user takes over the conversation or if it is passed to
another agent who speaks the same language as the end user.
To turn off automatic translation


In the translation banner, click Stop. Or, in the conversation
header, click the Options menu ( ), then click Stop
translating.





Switching between the original and translated message text

Agents can view an end user’s original untranslated messages, as well as the
translated versions of their own messages.
To view an end user’s original message text

At the end of the end user’s message, click Show original. The
untranslated version appears.


To view your own translated message text

At the end of the message, click Show translation. The
translated version of the message appears.




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