This section helps agents navigate the different functionalities of the Language AI feature.

Read the end user’s message in the Agent’s language (English)

Agent can translate end user’s messages in any of the supported languages into English by clicking the Translate button next to the message.

After clicking the Translate button, you can see the end user’s original message (in the original language) as well as the translated message in agent’s language (English).

For example, you can see the original end user’s message language is 'French', and agent used the Translate button to translate into agent’s language (English).

Agent can read messages from any supported language to English language.

Write in English and translate to end user's language

Agents can also write a message in English and then translate the same message to end user’s language by clicking the Translate button next to the message.

After clicking the Translate button, you can see the message translated into the end user’s language.

After translating the message, agent can click on the REPLY button to send it to the end-user.

Now, agent can see both the messages in the chat. However, end user can only see messages in their language.

Note: Make sure that you click on the Translate button before sending every message to avoid sending the original message without translation.

Detect and change the conversation language

This functionality is used when the end user is using a different language other than the language detected on their device. Now the agent has the option to detect the end user language and save it for translation.

To change the conversation language, follow the steps below:

  1. Select the issue where you want to change the language from what was detected.
    In the example below, issue language detected is ‘English’ and the end user's message language is in ‘Spanish’.
     

  2. In the agent conversation view, click the arrow (^) next to the Translate button.
     
  3. Under Language AI settings, click Select end user language.
    You’ll see the end-user language screen where "Default" is set to the issue’s detected language (e.g., English).
     
  4. Click the DETECT button.
    The system will automatically identify and display the end user's language.
     
  5. If the detected language differs from the default, you have to UPDATE the end user language.
    Your selected language will be saved and used for further translations until it is modified again for the conversation.
     
     

After changing the language, agent’s read and write message flow will be the same as mentioned above.

The translated message can be the same as the original message if the agent selects the incorrect language from the dropdown. To learn more, refer Troubleshooting for Language Detection.

Translating all messages

Admins, Agents, Supervisors, and Custom roles can translate all end-user, agent, bot, and automation messages in a conversation with a single click.

To translate all messages, follow the steps below:

  1. Select the issue where you want to translate all messages.
  2. In the agent conversation view, click the arrow (^) next to the Translate button.
  3. Under Language AI settings, click Translate all messages.
     
  4. All messages will be translated with Language AI.

Special Scenarios

The Translate all messages option will be disabled if all messages are already translated.

If multiple translations fail, an error indication will be shown.

Smart forms do not support Translate all messages function.

Managing visibility of translated messages

To make translated message visibility easier, agents can now control the visibility of message translations at different levels.

Agents who prefer reading only in English can hide the translated end-user language. They can also view both the English language and the original end-user language.

Profile-level (Default Setting)
Hides or shows end-user language translations across all issues for the agent. Agents can temporarily override this at the issue or message level.

To enable profile level message visibility,

  1. Go to Account Settings> Language AI Message view
  2. Select the option you require: View messages in both languages/ View messages in English only
     

Issue-level
Hides or shows translations for all messages within a specific issue. This setting is temporary and resets based on the profile-level preference. In this setting, you can view messages in both languages or in English only.

To enable issue level message visibility,

  • Go to Issue > View messages in both languages.

  • Go to Issue > View messages in English only.

Message-level
Hides or shows translations for a specific message only. This setting is temporary and resets based on the default profile-level setting.

  • To show translations, hover over the message and click Expand.
     
  • To hide translations, hover over the message and click Collapse.