XCALLY section | Channel Account → Advanced Tab → Tools section | ||||||||||||||
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Real-time Translator is the new translation feature for messages on messaging textual channels in realtime.
Thus, agents will be able to translate incoming and outgoing messages during text conversations via SMS, WhatsApp, Chat and Open Channel. The purpose is to facilitate interaction with customers of different languages, allowing agents to receive immediate translation of messages and send translated responses quickly and efficiently.
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⚙️ Configuration
The admin or supervisor can enable the feature from the Advanced tab of the accounts of the various text channels, by switching on the option Translation Feature Enabled and selecting the cloud Cloud provider user used by the translation service (If among the configured AWS or Google Cloud accounts (if no provider is selected, the feature is disabled).
If you choose an AWS Cloud Provider, you need to select also a supported region.
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By enabling the option, when an agent will handle conversation, he /she will be able to use the feature.
To keep track in reports of both the original and translated messages for incoming and outgoing messages, columns were added to the existing tables, populating them with translated messages (default=NULL if message translation is not requested).
Moreover the export feature (both agent-side and supervisor-side) will export both the original language string and the translated language string (showing the translation column only if the license provides for it).
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📥 Incoming message translation
Agent is not sure if he/she has correctly interpreted a message received in a specific language.
He/she clicks If agent does not understand the language of the received message, he can click on 3 dots menu and selects “Translate” button and the
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The original message is will be replaced by the one translated into the language selected on the header menu .
The (so output language is the one selected on Agent’s GUI), while the language of the original message must be selected is recognized using the auto-detection detect feature made available by providers.
In any case, if the agent wishes to view the original message again, he/she can click the button “View Original Message” (in 3 dots menu, which will hide the “Translate” button at this point).
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If the language selected in the motion GUI is not supported by the translation provider, clicking the Translate button, an error message will display warning that the target language is not supported |
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Moreover below the incoming message, it is possible to view the info text translated (it-en) with indication of the two involved languages.
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In any case, if the agent wishes to view the original message again, he can click the 3 dots menu and select the button “Hide Translation”
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📤 Outgoing message translation
The When the agent wishes to reply in a language he/she is not familiar withfor him, so he /she requests can request assistance to translation tool.
In this case the agent writes the message in the usual textarea, but instead of pressing Enter, he clicks the button flag icon visible to the right of the textarea that enables this translate feature. AGGIUNGERE NOME BOTTONEto enable the Real-time Translator.
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A modal opens where the translation of will appear with on the left the message the agent has just written will be visible.
Moreover in the modal, the agent has the option of selecting the language in which to translate the message. If the agent, written by agent and on the right the message translation in the customer’s language. In fact if the agent in the same conversation , has already translated an incoming message from the user, the language is pre-selected with the one of the source messages (e.g., if the user writes in French, Italian and the agent translates from French Italian to ItalianEnglish, when the modal opens French appears Italian is selected by default).SCREEN
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Moreover on the modal, the agent has the option to change the language in which to translate the message and he can also edit it if he wants to add/modify some information.
At the end he can click on Send Translated Answer
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Consider that it’s possible to open this modal without writing a message in the textarea, but directly by clicking on flag icon and write from here the desired messages |