XCALLY section | Channel Account → Advanced Tab → Tools section |
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You need to enable on your license the Text Translator add-on You need to configure a cloud provider in Tools section, that can be Google Cloud or AWS with the relative APIkey that must have permissions for translation service and auto-detect feature: If you use an AWS Account, you need to enable these permissions for the AWS user, with whom the APIkey is associated: Amazon Comprehend (required for language auto-detect) and Amazon Translate to perform the translation
So enter in IAM Users on your AWS Account → search for the user associated with the APIKey → select, if you want, the user group to which the IAM user belongs → add permissions → attach policies → select the policy name and add it  Moreover consider that Amazon Comprehend supports only some regions that you can explore at this link (if you encounter problem with Real-time Translator feature, you can check from the logs that it is not an issue related to unsupported region)
While if you want to check supported regions for Amazon Translate you can open this link, but in this case you need to select the desired region to view offered services
To check the supported languages you can explore official Google Cloud and AWS documentation:
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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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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 |