Auto-translation and Language detection in Language I/O for Intercom Tickets and Live Chat
Language Detection
When the agent receives a message from an end user in Tickets or in the Live Chat, the Language I/O app can automatically detect what language this end user is using. If the detected language is the same as the one used by the agent, no translation takes place.
Translating inbound messages
Agents can translate all incoming messages by clicking on “Translate previous messages” on the application on the side bar. This action translates all past incoming messages that have not been translated yet.
After the initial translation is complete, the agent can enable auto-translation: this way, all following incoming messages can get automatically translated without additional action from the agent.
All translations are posted in an internal note.
Translating outbound messages
To translate their own replies to the end user, agents must add #lio
at the beginning of an internal note. When they post the internal note, it is translated to the end user's language and the translation is sent as a public reply. Agents must repeat this action for each message they want to translate.
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