Translating Chat Transcripts in Salesforce

The Translate Transcript feature is intended to support the "agent to agent" workflow. Typically, an agent would use this feature when they receive a chat transferred from another agent that speaks a different language, to retranslate the entire chat session into their own language. Alternatively, a supervisor could use this feature to retranslate a Chat from one of their agents to assist or supervise them.

Chats must must meet the following criteria:

• The Language I/O application was used during the original chat session. There needs to be a source locale (this is the end-user's language) for the Translate Transcript feature to work.
• Ideally, the second agent (or supervisor, etc.) who uses the Translate Transcript feature speaks a different language than either the first agent or the customer. However, you can also use this feature to generate a cleaner transcript if both agents speak the same language.

How it works

1. Open the Salesforce Service Console and go to the Chat Transcripts section:
   
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2. Click on the Chat that you want to translate. The chat opens:
   
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3. Click to open the tab that contains the Language I/O component (The label may vary depending on your settings, in the example below it is Translation). The tab shows the full transcript, along with its original translations:
   
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4. Click the Translate Transcript button at the bottom right to launch a new translation. 
5. The new translation loads as a continuation of the transcript and the updated Chat Transcript record is saved:
   
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