Auto-translation and Language detection in Language IO 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 IO 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.

Note: Auto-translation is disabled by default. Agents can enable it from the side bar application. Turning auto-translation on does not automatically translate all previous untranslated messages.

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.