23 Sep 2024: AI translations in the Inbox

Neelke Stadler Updated by Neelke Stadler

When providing support, operators sometimes don't speak the same language as the person they are interacting with. AI translation makes it possible to help people regardless of language differences.

All AI features are currently Enterprise-only features.

Your chat service's success depends on the quality of care you provide, and how many people you can provide that care to. With AI translations in the help desk a conversation can take place between people who don't speak the same language, leading to more impact.

Let's have a look at how it works.

How to set it up?

For AI translation to be accessible in the help desk, you need to set up an OpenAI Assistant and make sure the "Automatically translate conversations" setting is enabled.

To find these settings, navigate to the Settings page > AI.

Once you have an AI assistant you will see the translation (and other) features in the reply box area.

Select your translation language(s)

Operators will be prompted to set the language/s they do speak. If we detect the user’s last message is not the same your language(s), the AI will start translating the messages.

If for any reason you need to update your language preference later, you can use the AI icon in the reply box to change your settings.

The translated message gets send

When auto-translation is on, all the messages sent by the operator are translated — meaning that what actually goes on the WhatsApp thread is not the original, but the translated version.

The text in black is what always gets sent. The text in a dark grey is the translation, or the original, when the message was sent by the operator.

The translation itself might take a little bit of time but once ready, it will show up.

Changing languages

You can also change languages, in case AI detected them incorrectly.

Stopping a translation

If you choose to stop a translation, the translation banner would change to this:

Never translating again

You have the ability to never translate from a certain language.

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