📋 What’s about

Real-time Translator is the translation feature for messages on 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.

Requirements

⚙️ 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 provider used by the translation service among the configured AWS or Google Cloud accounts (if no provider is selected, the feature is disabled).

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By enabling the option, when an agent will handle conversation, he 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).

How it works

📥 Incoming message translation

If agent does not understand the language of the received message, he can click on 3 dots menu and selects “Translate” button

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The original message will be replaced by the one translated into the language selected on the header menu (so output language is the one selected on Agent’s GUI), while the language of the original message is recognized using the auto-detect feature made available by providers.

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

When the agent wishes to reply in a language not familiar for him, he 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 flag icon visible to the right of the textarea to enable the Real-time Translator.

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A modal will appear with on the left the message 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 Italian and the agent translates from Italian to English, when the modal appears Italian is selected by default).

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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