Turning on and off AI translation for ticket conversations


Account admins can give agents the ability to use AI to automatically translate ticket conversations, if they choose, by activating the feature in Admin Center. For information on how AI translation works, seeUnderstanding conversation translation. For information about how agents can use AI translation after it is turned on, seeTranslating conversations in the Zendesk Agent Workspace. You can find information aboutsupported languagesfor conversation translations in the Zendesk language support article.


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Account admins can give agents the ability to use AI to automatically translate ticket
conversations, if they choose, by activating the feature in Admin Center. For
information on how AI translation works, see Understanding conversation translation. For information
about how agents can use AI translation after it is turned on, see Translating conversations in the Zendesk Agent Workspace.
You can find information about supported languages for conversation
translations in the Zendesk language support article.
This article includes the following topics:


Turning on conversation translation for agents
Turning off conversation translation for agents




Turning on conversation translation for agents

To turn on conversation translation


In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click Comment options for agents to expand it. The translation
settings appear.


In Allow agents to translate conversations select from these options
depending on which channels you want to include for automatic AI
translations. You can also choose to notify your end users that messages
sent to them include AI translated material.

Translate with AWS translate: Turns on translations for
incoming and outgoing messages on live chat and messaging channels.
It also turns on translations for outgoing email. web form, and API
channels.

Additionally, translate async channels with AWS Nova Micro:
Turns on translations for both incoming and outgoing messages on
email, web form, and API channels.

Show AI translation disclosure: For async channels, this
setting adds a "Translated by AI" note to all translated messages
sent to end users. Select this option if you want end users to know
that messages sent to them include AI translated material. Your
agents will see the note regardless of whether this options is on or
off. This setting does not apply to channels powered by AWS
translate (for example, live chat and messaging).


Click Save.


Agents can now choose to automatically translate messages for the channel types
you specified.



Turning off conversation translation for agents

To turn off conversation translation


In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click Comment options for agents to expand it.
In Allow agents to translate conversations, deselect these options:

Translate with AWS translate
Additionally, translate async channels with AWS Nova
Micro

Deselecting Translate with AWS translate automatically turns
off conversation translations for all channel types. When you turn off
translations for async channels, the Show AI translation
disclosure setting no longer applies and is automatically
deactivated.

Click Save.

Agents can no longer use AI to automatically translate ticket
conversations.


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