Understanding and activating live conversation translation

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  • Nico V

    Please, consider enabling the possibility to permanently diseable the translation feature instead of forcing users to do it everytime by clicking it, it is just 1 click, but still it is a waste of time.

  • Stephan Seyfarth

    The "enforced" usage of Google Translate turns the Agent Workspce into a no-go for us at the moment for legal reason. Please, consider to implement a configuration option to disable this feature.

  • Kris

    I have raised this issue in November, 2021. It is more than an year now and still no development.

    In Agent Workspace when a client is chatting from the mobile app, he still does not see the agent's replies in his language.

    Everything is working fine if the client is on the website chat. So, why it is is so hard to be implemented in the mobile chat?


    Can we follow up on the issue reported regarding the SDK for app translation? We would like to investigate the matter further to determine why our customers are unable to see the translated sentences. 


  • Hiedi Kysther
    Zendesk Customer Care

    Hi Kris,

    I have created a ticket on your behalf so we can investigate this issue further. Please check your email for more information. Thanks! 

  • Magdalena BG (Admin)

    Hi Zendesk Team,

    I am exploring some potential translation capabilities in Agent workspace (Support).
    New tickets (created via email or chat channels) may contain client specific abbreviations and/or wording – how can a list of such KNOWN wordings/Glossary be uploaded (made available) to Zendesk so that:

    • the translation feature either does NOT translate this specific wording


    • the translation feature translates the specific wording as predefined in the "glossary"?

    As an example:
    the client uses the abbreviation "URt" (which means “urgent request”).
    When a ticket with this abbreviation is created and the agent uses the translate feature:
    • The ticket body is translated and URt abbreviation remains untranslated
    • The ticket body is translated and URt abbreviation is replaced with its meaning (urgent request)

    I've already reviewed a significant number of resources in the Support Knowledgebase, but I haven't found any information about similar case.


  • Noly Maron Unson
    Zendesk Customer Care

    Hi Magdalena​

    After reviewing the information that you provided, I wanted to put you in contact with our Developer Support team. They have more in-depth knowledge of our platform tools and will be able to get you the best possible answers and solutions. This team works out of our Developer Support community, which will also give you the opportunity to have other developers share their insights as well!

    To get in touch, please go to the community and include as much relevant information in your post as you feel comfortable sharing.

    Hope this helps.

  • Anjana Hiregoudar

    Also found out that Agent Workspace does not automatically identifying user languages for short messgaes. Currently, it only auto-detects the visitor's language if we have 3 messages from the visitor or the total length of the messages is more than 200 characters, whichever comes first. 

    This is an important feature for us as we are a globla company and we get visitors from all over the globe. Usually the visitor's messages are short. How do we make sure we are picking the right language from the language drop down if it is not auto-detecting?

  • shelley

    By coincidence one of my agents brought up this exact same issue as Anjana Hiregoudar today. The chat doesn't translation unless there are 3 messages AND the translation option is missing from the menu. This means our agents have to manually translate these conversations via google translate. Not a great experience.

    Is there a way around this so auto-translation kicks in from the start of the chat?

  • Joyce
    Zendesk Customer Care
    We have a recent update with the auto-detect functionality. Currently, we process the visitor's language for detection if we have 3 messages from the visitor or the total length of the messages is more than 200 characters, whichever comes first. Your agent can still input the selected language from the "translate" drop-down, to then proceed to translate.
    Our documentation team is currently working on updating our document to reflect this behavior. 
  • Pink

    Hi Joyce,

    We have tickets from mobile SDK which has more than 200 characters but the translation banner hasn't showed up. I can't find other details about this feature outside of this article.

    Could you help me check why the banner not showing up here ?
    Thank you

  • PJ Magpantay

    The live conversation translation feature doesn't work on tickets via the Mobile SDK channel. You can refer to the article Understanding and Activating Live Conversation Translation for more information about this.
    Live conversation translation gives agents the option to automatically translate incoming messages (coming from the end user) and outgoing messages (going to the end user) in the Zendesk Agent Workspace. It works in live conversations from the following channels:
    • Live chat
    • Social channels
    • Sunshine Conversations channel
    • Zendesk messaging

  • Adrienne Yeoh

    Based on our experience, Google Translate is not too accurate. especially with French/Japanese language. We found a better Translation service in Deepl. Might Zendesk move to better translation services in the near future? 

  • Viachaslau Skorbezh

    I agree with Adrienne Yeoh. DeepL is much better


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