Translating a Reply

There are various options available when translating a reply to a ticket.

In this Article
Setting Auto-Translate and Auto-Insert
Typing your Full Reply and Automatically Translating and Inserting the Translated Reply
Manually Translating and Manually Inserting the Translation
Displaying Previous Translations in the Reply Draft
Using Translate Conversations to Adjust your Draft Reply before Translating
 

Setting Auto-Translate and Auto-Insert

In the Translate Conversations, you can set Auto-Translate and Auto-Insert.

These settings are held for each agent so you set these according to your preference. You can set either or both of these, or leave both disabled so you can select when to Translate and Insert using the buttons.

Typing your Full Reply and Automatically Translating and Inserting the Translated Reply

You can type your full reply and then translate and insert this automatically.

1. Before typing a reply, display the Translate Conversations popup and enable Auto-Translate and Auto-Insert. This remains set for all tickets unless changed.
   
   
2. In the ticket, type the reply in your language as a Public Reply. 
   
   The relevant language shows in Your language in the Translate Conversations app in the Ticket Sidebar. In the following example, this is set as English.
   
   
3. Click Translate Conversations in the reply Tools to open Translate Conversations.
   
   
    
4. The Translate Conversations opens while the translating is processing, the reply is automatically translated and automatically replaces the text in the Public Reply.
   
   
    
5. Translate Conversations automatically closes and the translation is inserted in the Public Reply.
   
   
    
6. Send the reply by clicking Submit.
    
   
   If a Glossary has been uploaded in the Translate Conversations configuration, this is used in the translation of the Outbound message. 
   
   The Translation Prompt in the configuration is also used in the Outbound message.
   
   If you have set up a Disclaimer, this is translated to the relevant language and added to the reply, either before of after the message according to how this is selected in the configuration Settings.
   
   In the following example, this has used a Glossary entry for Florals Online and for Velvet Red Geraniums and has added the Disclaimer before the message.
   
   Refer to Translate Conversations Configuration.
   
   The translated text is sent as the reply. This is shown in the ticket and, if a Disclaimer has been included this is also shown in the reply.
   
   If Add original when translating outbound is enabled in the Translate Conversations Settings, when you click Submit, the original text that was translated is added as an Internal Note.
   
   

If Auto-translate is OFF, the Inbound messages will not be translated.

An Agent can still manually translate their reply as above, and send the translated reply to the customer. Translate Conversations will detect the customer's language to translate the reply to.

Manually Translating and Manually Inserting the Translation

If Auto-Translate is disabled, on the Translate Conversions click the Translate button to translate the text that is in the Reply Draft. 

If you have typed the reply in the Public Reply of the ticket, this is shown as the Reply Draft. You can make any adjustments to this before translating and you can also type your reply directly in the Reply Draft.

When you click Translate, the translation displays in the Reply Draft.

Click Insert to insert it in the Public Reply of the ticket.

You can also set Auto-Translate as disabled and Auto-Insert as enabled so that as soon as you click Translate, the translation is added to the ticket.

Or, you can also set Auto-Translate as enabled and Auto-Insert as disabled so that when you display the Translate Conversations, the translation is made, but not added to the ticket until you click Insert.

Displaying Previous Translations in the Reply Draft

The Reply Draft holds up to five previous versions of your translations. Click the Undo or Redo in the top right-hand corner of the Reply Draft to display the previous versions.

Using Translate Conversations to Adjust your Draft Reply before Translating

When Auto-Translate and Auto-Insert are disabled, you can type a draft of the reply, display the Reply tab on the Translate Conversations popup and then click Adjust to adjust what you have written to a full reply using AI. When you are ready with the draft, you can then translate it. Refer to Composing a Reply.