Question
What are some of the key features of Google Translate on Chat?
Answer
Admins can choose to enable or disable auto translations for their accounts. Once enabled, when an end user clicks to start a new chat, Zendesk checks the first word and string of text. If Chat detects a language that is different than what is configured in your personal settings in the Chat dashboard, a small pop-up appears to indicate that the end user is typing in a different language. This will also present agents with two options: Translate or close.
The close option removes that pop-up for Google Translate. The Translate option translates 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, there's an option to show the original untranslated text, and next to the agent's message, there's an option to show how their message was translated.
End users aren't notified that their messages are translated, but they see both the agent's original untranslated responses and a translated version, labeled as translated in their native language.
Additional things to note:
- At the end of the chat, when a ticket is created, none of the end-user message translations appear in the transcript. Translations are only overlaid by Google Translate for the duration of the chat.
- Both the original and translated messages sent by the agent appear in the transcript.
- If the Google Translate feature does not automatically detect the language that 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.
- Agents can change the translated language at any time using the Google Translate menu at the top of the chat.
- Google Translate does not automatically translate to the customer's language the messages from agent to end users when an agent initiates a chat from the dashboard.
- Google Translate may not detect the end-user's language for one-word chats. For example, if you send a message that says "hola," Google Translate doesn't match on
Español
. - There is a 5000-character limit on translation. Anything above that will not end up being translated due to Google’s implementation of the service.
5 comments
William Grote
This works great BUT what's the point if you can't save the translated chat in the transcript? Then I have to use google translate all over again to see what was said once a ticket has been made?
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William Grote
Please add the option to have the end-user translations appear in the transcript so the agent can resolve the ticket without having to re-translate everything
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Ayush Upadhyay
Hi William,
Thanks for your feedback. We don't currently support saving translations on past chats and there are no current plans to enable it for Chat.
You may consider Agent Workspace for Chat where you can use the translate feature to translate closed tickets as well.
Regards,
Ayush
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JOSE DIEGO MANUEL
necesita un traductor
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Dekbi
Thank you for your feedback.
As of the moment, as our product manager mentioned, there are no current plans on enabling a feature that would save translations on past chats.
You may want to consider the translate feature of the Agent Workspace to translate closed tickets as well.
Also, I have found an app in the marketplace that you could try to use. You can find the link here. Please note that the application is not owned or created by Zendesk, hence, you might need to consult the app developer for further information about their application.
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