Translations has timeout on every test we've had

Hi,

We were really excited to start testing the Outbound Translator, but unfortunately, the results so far have been underwhelming.

We’ve created around 10 test tickets in multiple languages (Swedish, Polish, Finnish, and Danish), using both email and web form submissions. In every case, the translator has timed out and sent the original English response instead of a translated one.

I’d love to hear if there are any tips or troubleshooting steps we could try to get the translator to actually perform some translation on the ticket.

Steps we’ve taken:

The Outbound Translator is turned on, and we can see the approved checkmark in the ticket composer.

The customer writes in their native language, and the end-user language matches the ticket’s language.

The agent writes an English response, either manually or using a macro.

The ticket is solved.

After about 5 minutes, our test customer receives the original English response (no translation applied).

Thanks in advance for any insights or suggestions!