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 IO 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 IO 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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