Translating Articles with Bulk Translate

Bulk Translate allows you to translate multiple articles from the Articles page in bulk. 

You also have the option to translate all or specific parts of an individual article within the Article View, so you can manage translation tasks at scale. Refer to Translating All or Part of an Individual Article for more details about that. 

For an overview of Translate, refer to Using Translate. 

In this Article
Translating Articles with Bulk Translate
    Source
        Source help center language
        Translation Settings
    Destination
        Help Center Translation
        Keep source language        
        Keep the previous images in the translation
        Translate Images
        Save translations locally for review
        Save translations as draft in Intercom
        Overwrite if a translation already exists
    Running the Translate
Reviewing the Translations    
    Translations Saved as Draft in Intercom
    Translations Saved Locally for Review
Updating Translations

Translating Articles with Bulk Translate

1. From the Articles page, select one or more articles that you want to translate (refer to Selecting Articles).

2. Click Translate.

   

Source

Source help center language

The Source help center language automatically detects the language of the selected article(s).
If you have selected articles in more than one language, the relevant language codes are shown in the drop-down so you can select the language of the articles you want to translate and this updates the number of articles that will be translated.

Translation Settings

Click Translation Settings to display the Glossary, Translate Instructions and the Translation Notice. For details, refer to Translation Settings - Translate Glossary, Translate Instructions, Translation Notice.

• Glossary allows you to control the translations for specific terms and phrases to maintain a specific brand voice or ensure that terms are consistent.
• Translate Instructions provides the instructions for ChatGPT. This is initially set as the default prompt.
• Translations Notice can be used to add a disclaimer to articles translated with AI. This text is translated along with your article and inserted at either the beginning or the end of the translated version. You can use HTML to format the text.

Destination

Help Center Translation

Select one or more languages that you want to translate to, or Select All languages. The drop-down shows the languages and the Help Center Translation codes.

You can only select languages that you have enabled in your Help Center. 

You can select all or more than one language in order to translate articles to multiple languages in one go. 

Keep source language

Keep source language is used if you want to create copies of the same language but in different locales without translating the text. This is relevant if you have some languages for which there are different flavors. 

Keep the previous images in the translation

If a translation for the selected language already exists, Keep the previous images in the translation  will keep the same images in the new translation as in the previous version. This is useful if you are using different images in the translation to those in the source article. 

Translate Images

Where articles contain images, you can use Bulk Translate to Translate Images. This uses AI to read the text in the images and translates this into the relevant language. This uses the Glossary (see below) and preserves non-text elements such as logos and icons.

If an image has already been translated, re-translating it does not use a credit, unless the image has changed.

Save translations locally for review

This saves your article translations locally in Swifteq without pushing them to Intercom. This allows the translation to be reviewed and corrected if needed before being saved to Intercom. The article translations are marked as "Under Review".

You can review the translation in the Editor and make any changes then save the translation to Intercom. Refer to Reviewing Automatic Translations.

If you select this option, the following two options for Destination are automatically disabled.

Save translations as draft in Intercom

Save translations as draft in Intercom is initially checkmarked by default. This ensures that the translation is unpublished in Intercom and saved as a "Draft" article so you can manually check and edit it before publishing.

Overwrite if a translation already exists

You can run the Translate with Overwrite if a translation already exists selected.

• If the translation article exists it is overwritten and will keeps the same status. So, if the translation was Published, it is updated and left as Published. If the translation was Draft, it is updated and left as Draft.
• If the translation article does not exist, it will be created and will be automatically set as was Published,
• If you select both Overwrite if a translation already exists and Save translations as draft in Intercom, the translation article will be unpublished so users will NOT have access to it until it has been published from Intercom.
• If the translation article exists, when Save translations as draft in Intercom is selected you need to also checkmark Overwrite if a translation already exists to perform the translation.

Running the Translate

1. Make your selections for Source and Destination.
2. Click Translate.
   
   While the Translate is running you can click Cancel Task to cancel.
   
   
   
   When prompted to confirm, click OK to continue with the Cancel Task, or click Cancel to let the Translate continue.

The Translate function creates the articles which are translations of the original article(s).

The translation is created with the same article settings (such as the settings for "Author") as the original article.

Any attached documents are not translated.

While Translate is running, you cannot run this on any other articles until it has completed.

When the Translate is complete, a message displays. You can click the link to display the translations that have been completed successfully and display these directly from the message.

You will also receive an email with the articles that were successfully translated. 

For published articles, these are clickable links to the articles. For draft articles, this shows the title but the link is not clickable as these articles do not have a public link.

The email also includes links to any articles that could NOT be translated. If any articles could NOT be translated the most likely cause is that the articles selected already have a translation in the same language. In this case, the email shows the title of the article(s) that was being translated (not the title of the translations). 

You can run the Translate on these articles again and checkmark the option Overwrite if a translation already exists option in the Translate dialog to replace the existing translations with a new one.

Reviewing the Translations

The automatic translations may not be 100% accurate and you should always check the articles as the translation may require some manual editing.

The method for reviewing translations depends on how the options were set for the automatic translation either. Refer to Reviewing Automatic Translations.

Updating Translations

To update translations:

• Changes can be made manually either in Intercom, or in the Help Center Translate Editor.
• In the Help Center Translate Editor, you can translate the entire article(s) again using Bulk Translate as described above. 
  You need to also select Overwrite if a translation already exists. Refer above to Overwrite if a translation already exists.
• You can also display the Translate from the Article View by clicking Translate or Article Translations and either translate the entire article or parts of it (refer to Translating All or Part of an Individual Article).