Account admins can give agents the ability to use AI to automatically translate ticket conversations, if they choose, by activating the feature in Admin Center. For information on how AI translation works, seeUnderstanding conversation translation. For information about how agents can use AI translation after it is turned on, seeTranslating conversations in the Zendesk Agent Workspace. You can find information aboutsupported languagesfor conversation translations in the Zendesk language support article.

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Account admins can give agents the ability to use AI to automatically translate ticket conversations, if they choose, by activating the feature in Admin Center. For information on how AI translation works, see Understanding conversation translation. For information about how agents can use AI translation after it is turned on, see Translating conversations in the Zendesk Agent Workspace. You can find information about supported languages for conversation translations in the Zendesk language support article.

This article includes the following topics:

  • Turning on conversation translation for agents
  • Turning off conversation translation for agents

Turning on conversation translation for agents

To turn on conversation translation

  1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
  2. Click Comment options for agents to expand it.

    The translation settings appear.

  3. In Allow agents to translate conversations, select from these options depending on which channels you want to include for automatic AI translations. You can also choose to notify your end users that messages sent to them include AI-translated material.
    • Translate with AWS translate: Selecting Allow agents to translate conversations automatically turns on AWS translate for inbound and outbound messages on live chat and messaging channels. It also turns on AWS translate for outbound email, web form, and API channels.
    • AI translations for all channels: Selecting this option activates AI for translations across all channels, both inbound and outbound. All channels will use AI translations, including live chat and messaging channels. AI translations replace AWS translate, providing higher quality translations.
    • Show AI translation disclosure: This setting adds a "Translated by AI" note to all translated messages sent to end users. Select this option if you want end users to know that messages sent to them include AI-translated material. Your agents will see the note regardless of whether this option is on or off. This setting does not apply unless you have AI translations for all channels selected.
      Note: The Show AI translation disclosure setting is available for email, web form, and API channels only.
  4. Click Save.

Agents can now choose to automatically translate messages for the channel types you specified.

Turning off conversation translation for agents

To turn off conversation translation

  1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
  2. Click Comment options for agents to expand it.
  3. Deselect Allow agents to translate conversations.

    Deselecting Allow agents to translate conversations automatically turns off conversation translations for all channel types. The settings for AI translations for all channels and Show AI translation disclosure are automatically deactivated.

  4. Click Save.
Agents can no longer use AI to automatically translate ticket conversations.
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