Zendesk (ZD) Chat Translation User Guide
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Language I/O enables monolingual agents to support customers in over 100 languages across all e-support channels. The Language I/O app plugs directly into the agent’s standard chat response form without disrupting the existing workflow. |
| Step | Action |
| 1 |
Agent is Active and available for a Chat. Not Active Active |
| 2 |
An English speaking Agent accepts a chat. |
| 3 |
The chat is not in English so the Agent clicks on the Translate with Language I/O button. |
| 4 |
The Chat is translated and the Agent can choose whether to hide or show the translation. (Options circled in red below). |
| 5 |
The Agent can use the retranslate button if necessary (i.e.,the original translation doesn't make sense). (Circled in red below) |
| 6 |
The headers indicate whether the text is untranslated or translated. (Circled in red below) |
| 7 |
If the Customer changes languages, the Agent can Redetect and reset locale. (Circled in red below) |
| 8 |
The Agent types a response and then clicks on the Translate |
| 9 |
The content is automatically translated and sent. |
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