What are some of the key features of Google Translate on Chat?
When an end-user clicks to start a new chat our system checks the first word and string of text sent from them. If it detects a different language than what your account normally uses, a small pop-up will appear to indicate that the end-user is typing in a different language. This will also present agents with two options: Translate or Dismiss:
This Dismiss option will remove that pop-up for Google Translate. The Translate option will, as it suggests, translate the end-user's response for the answering agent and any subsequent messages from the Chat agent for the end-user:
For agents, next to the end-user's translated message is an option to show the original un-translated text and next to the agent's message is an option to show how their message was translated:
End-users will not be notified that their messages are being translated, but they will see both the agent's original untranslated responses and a translated version which will always be labeled as translated in their native language in parentheses like this:
Additional things to note:
- At the end of the chat when a ticket is created, none of the end-user message translations will appear in the transcript.
- Translations are only overlaid by Google Translate for the duration of the chat--this is why the end-user's translated messages are not saved on the transcript.
- If the Google Translate feature does not automatically detect the language an end-user is typing in, agents can manually activate the feature to translate the chat by clicking the Actions drop-down button in the upper right-hand corner of the Chat window and click to translate.
- Agents can change the translated language at any time using the Google Translate menu at the top of the chat.