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Translating an incoming message in Language I/O Parallel Translation for Chat, Tickets and Messaging

Note: The screenshots in this article show the Messaging interface, however this information is valid for Chat, Tickets and Messaging.
  1. In the main conversation window, the original message that the user sent appears as a message:
    Screenshot_2023-05-19_at_12.43.02.png
  2. If your Language I/O app is not set to auto-launch, launch it manually: open the side panel to the right and click the Translate with Language I/O button to open the translation plug-in:
    Screenshot_2023-03-02_at_15.12.17.png
  3. The menu to the right of the text field gives you basic information about the ticket (Customer Name and ID, Ticket ID), as well as the possibility to select Machine or Human Translation:
    Screenshot
  4. You can either translate the entire message, or select a portion of the message to translate.
    Note: Partial translation is not available if the message was previously fully translated.
    • To translate the entire message:
      1. Click the "lightning bolt" button:
        Screenshot_2023-05-08_at_16.33.10.png
      2. The translated text appears in your conversation window as a note (and in the Language I/O app):
        Screenshot_2023-03-15_at_12.12.51.png
    • To do a partial translation:
      1. The menu next to the button gives you the possibility to re-detect locale, do a partial translation (if the message has not been translated yet), and other options:
        Screenshot
      2. The pop out opens. Select the text that you want to translate and click the "lightning bolt" button (The label says "Partially Translate"):
        translate-incoming-msgs.png
        Note: Only Machine Translation is available for partial translations. Partial translations can only be performed on customer messages, not on agent messages. The plugin only shows the latest partial translation. To see previous partial translations, open the partial translation pop-out.  
      3. The translation of the selected text appears in your conversation window as a note (and in the Language I/O app):
        Screenshot_2023-03-15_at_12.01.50.png
  5. To see all the translations from this conversation, from incoming and outgoing messages, click the three-dot menu, then click Expand messages:
    Screenshot
  6. For any translation, click show original to see the original, untranslated text:
    Screenshot
    Important: The "Expand messages" feature shows the translated customer message on top, with the original message in a collapsible section ("show/hide original"). This is reversed for the agent message, with the original agent message on top, with the translated agent message in a collapsible section ("show/hide translation").
  7. If for any reason the language detected seems to be incorrect, click Redetect locale in the three-dot menu:
    Screenshot_2023-03-02_at_15.16.31.png
    Note: This operation resets all of the following fields: Requester (or End User) Language field, LIO Detected Locale Code field, and LIO Text Box Customer locale.

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