Release Notes - New Product! Language I/O Inline Translation for Chat, Tickets, and Messaging v1.0

These are the Release Notes for version 1.0 of the Language I/O Inline Translation for Chat, Tickets, and Messaging, released in February 2024.

Introducing the Language I/O Inline Translation for Chat, Tickets, and Messaging app

Language I/O is proud to present the new Language I/O Inline Translation for Chat, Tickets, and Messaging app for Zendesk. This new offering is an alternative to our existing app, now called "Language I/O Parallel Translation for Chat, Tickets, and Messaging".

The Parallel app exists solely in the side bar next to the conversation space, whereas the new Inline app is more integrated within the native Zendesk conversation space.

Features 

When the Inline app is enabled, agents see a Language I/O button in the text editor (1), as well as a settings panel in the side bar (2):

When a Chat, Messaging or Ticket session is loaded, the toggle values in the sidebar are determined by the default admin settings for the organization. The customer locale is determined by the first interaction with the customer. For more information, see the User Guide.

Translation

Auto-translate (inbound)

When the "Auto-translate" setting is turned on when the session is loaded, it automatically translates all untranslated customer messages as they are received. Translation are posted as an internal note.

Translate previous messages

If the Auto-translate setting was turned off and some messages are left untranslated, the agent can use the Translate previous messages button. This action translates all untranslated customer messages and posts them as a single internal note.

Translate and send (outbound)

Once the conversation starts and the customer locale is detected, the agent can simply click on the Language I/O icon in the message field to translate their message before sending it to the customer:

Depending on the settings of the "Translate and Send" toggle, agents can choose between translating and sending immediately, or simply translating, then manually sending the message.

Install & User Guides

To install the application, see the installation instructions here.

For the full User Guide, see here.