About the Live Chat Translation Service
Use the Live Chat Translation feature to communicate with customers who speak a different language than the technician.
How does the Live Chat Translation feature work?
When the feature is activated, the ⮂ icon is shown between two language codes. The language on the left stands for the target language (i.e., the customer's), while the right one is the technician's language. When the technician sends a message to the customer, it automatically gets translated to the target language and is displayed in the chat log in the following format:
Message in the Technician’s language. <Message in the translated language.>
Only the translated message is displayed on the customer's side. When they reply to the technician, the Technician Console translates the message before displaying it in the chat log in the technician's language.
Configuring the Live Chat Translation feature
- Click the translation indicator in the title bar of the chat panel.
- Configure the translation options in the pop-up window:
- Applet: Select the customer's language, or use the recommended Auto-detect language option.
- Technician Console: Displays the default language for the technician.
- Translate check-box:
- Unchecked: No messages are translated, and the " | " icon is shown between the language codes. This is the normal operation of the Technician Console.
- Checked: The ⮂ icon is shown between the two language codes, and the Technician Console always translates the subsequent messages. Previous messages in the chat log are not translated.
- Restore: The customer's language is restored to the original setting from the start of the session.