There are various options available when translating a reply to a ticket.
In this Article
Setting Auto-Translate and Auto-Insert
Typing your Full Reply and Automatically Translating and Inserting the Translated Reply
Typing your Full Reply and Automatically Translating
Manually Translating and Manually Inserting the Translation
Displaying Previous Translations in the Reply Draft
How the Translate Conversations Configuration Options are Applied
Translating a Reply for Messaging Tickets
If Inbound Message has not been Translated
Using Translate Conversations to Adjust your Draft Reply before Translating
Including Links in Translated Articles
Setting Auto-Translate and Auto-Insert
In the Translate Conversations, you can set Auto-Translate and Auto-Insert.
These settings are held for each agent so you set these according to your preference. You can set either or both of these, or leave both disabled so you can select when to Translate and Insert using the buttons.
Typing your Full Reply and Automatically Translating and Inserting the Translated Reply
You can type your full reply and then translate and insert this automatically.
- Before typing a reply, display the Translate Conversations pop-up and enable Auto-Translate and Auto-Insert. This remains set for all tickets unless changed.
- In the ticket, type the reply in your language as a Public Reply.
The relevant language shows in Your language in the Translate Conversations app in the Ticket Sidebar. In the following example, this is set as English. - Click Translate Conversations in the reply Tools to open Translate Conversations.
- The Translate Conversations opens while the translating is processing, the reply is automatically translated and automatically replaces the text in the Public Reply.
- Translate Conversations automatically closes and the translation is inserted in the Public Reply.
- Send the reply by clicking Submit.
The translated text is sent as the reply and shown in the ticket.
Typing your Full Reply and Automatically Translating
If Auto-Insert is not selected, the reply is translated and displays in the Reply Draft.
You can click Try again which allows you to select the language.
Selecting a different language will also change the Customer language for that ticket.
Manually Translating and Manually Inserting the Translation
If Auto-Translate is disabled on the Translate Conversations, click the Translate button to translate the text that is in the Reply Draft. This also gives you the option to change the language of the reply and Selecting a different language will also change the Customer language for that ticket.
If you have typed the reply in the Public Reply of the ticket, this is shown as the Reply Draft. You can make any adjustments to this before translating and you can also type your reply directly in the Reply Draft.
When you click Translate, the translation displays in the Reply Draft. You can click Try again to change the selection for language.
If you need to re-translate, you can click the Undo to restore the original text. Refer below to Displaying Previous Translations in the Reply Draft.
Click Insert to insert it in the Public Reply of the ticket.
You can also set Auto-Translate as disabled and Auto-Insert as enabled so that as soon as you click Translate, the translation is added to the ticket.
Or, you can also set Auto-Translate as enabled and Auto-Insert as disabled so that when you display the Translate Conversations, the translation is made, but not added to the ticket until you click Insert.
Displaying Previous Translations in the Reply Draft
The Reply Draft holds up to five previous versions of your translations. Click the Undo or Redo in the top right-hand corner of the Reply Draft to display the previous versions.
You can use this to redisplay the untranslated text if you need to translate it again.
How the Translate Conversations Configuration Options are Applied
There are various options in the Translate Conversations Configuration that affect the translations. Refer to Translate Conversations Configuration.
- If a Glossary has been uploaded in the Translate Conversations configuration, this is used in the translation of the Outbound message.
Refer to Adding a Glossary for Translate Conversations.
- The Translation Prompt in the configuration is also used in the Outbound message.
Refer to Changing the Translation Prompt and Improving the Quality and Tone of the Translations using the Translate Prompt.
- If you have set up a Disclaimer, this is translated to the relevant language and added to the reply, either before of after the message according to how this is selected in the configuration Settings.
Refer to Add a disclaimer to translated agent replies in Changing the Translate Conversations Settings.
- If Add original as internal comment is enabled in the configuration Settings, when you click Submit, the original text that was translated is added as an Internal Note.
Refer to Add original as internal comment in Changing the Translate Conversations Settings.
Refer also below to Translating a Reply for Messaging Tickets.
- If a Disclaimer has been included in the configuration Settings this is shown in the reply.
Refer to Add a disclaimer to translated agent replies in Changing the Translate Conversations Settings.
In the example below, this has used a Glossary entry for Florals Online and for Velvet Red Geraniums and has added the Disclaimer before the message. The configuration is also set to Add original as internal comment.
Translating a Reply for Messaging Tickets
When translating a reply for Messaging Tickets, and if Add original as internal comment is enabled in the configuration Settings, if you click Send this will not add the original text as an Internal Note.
You need to click Submit after clicking Send to add the original text as an Internal Note.
Refer also to Add original as internal comment in Changing the Translate Conversations Settings.
If Inbound Message has not been Translated
If Auto-translate is OFF in the configuration Settings, the Inbound messages will not be translated. Refer to Changing the Translate Conversations Settings.
An Agent can still manually translate their reply as above, and send the translated reply to the customer. Translate Conversations will detect the customer's language to translate the reply to.
Using Translate Conversations to Adjust your Draft Reply before Translating
When Auto-Translate and Auto-Insert are disabled, you can type a draft of the reply, display the Reply tab on the Translate Conversations pop-up and then click Adjust to adjust what you have written to a full reply using AI. When you are ready with the draft, you can then translate it. Refer to Composing a Reply.
Including Links in Translated Articles
If you want to include links in translated replies, for example to Help Center articles, you can add these before submitting.
If you have used the Translate Conversations Reply function to compose your draft, you may have used the Use resource function and the Instructions can be set to include a link automatically (refer to Using your Help Center as a Resource in Composing a Reply).
When searching in the Use resource of the Reply function, you can also search for an resource in the relevant language.