📋 What’s about

AVAILABLE FROM VERSION 3.42.0

Real-time Translator is the new translation feature for messages on messaging 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 user by the translation service (If no provider is selected, the feature is disabled).

By enabling the option, when an agent will handle conversation, he/she will be able to use the feature.

To keep track 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

Agent is not sure if he/she has correctly interpreted a message received in a specific language.
He/she clicks on 3 dots menu and selects “Translate” button and the original message is replaced by the one translated into the language selected on the header menu.
The language of the original message must be selected using the auto-detection 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).

SCREEN

📤 Outgoing message translation

The agent wishes to reply in a language he/she is not familiar with, so he/she requests assistance to translation tool.
In this case the agent writes the message in the usual textarea, but instead of pressing Enter, clicks the button to the right of the textarea that enables this translate feature. AGGIUNGERE NOME BOTTONE

A modal opens where the translation of 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, 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, the agent translates from French to Italian, when the modal opens French is selected by default).

SCREEN