4 - AI in the Helpdesk

Raquel Updated by Raquel

At Turn.io, we continuously innovate to help organizations provide seamless and effective chat services. If you have an Enterprise subscription, you now have access to two powerful AI-driven features designed to amplify your human assistance, streamline responses, and break language barriers directly within the Inbox.

All Inbox AI features are currently Enterprise-only.

For AI translation to be accessible in the helpdesk, 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 suggested replies features in the Reply Box area.

Suggested Replies

AI analyzes ongoing conversations and suggests three possible replies, allowing agents to respond faster and with greater accuracy. This feature eliminates guesswork, ensures consistency in messaging, and significantly speeds up interactions, helping your team handle higher volumes with ease.

AI Translations

Bridge communication gaps with real-time AI-powered translations. Agents can now instantly translate messages into any language, making it easier than ever to support diverse user groups—without hiring multilingual staff. This feature ensures inclusive and barrier-free conversations, allowing you to engage with a global audience seamlessly.

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.

This is just the beginning! 🚀 We’re committed to enhancing AI-driven tools to help you deliver exceptional chat services.

💡 Ready to take your chat service to the next level? Activate these AI features today!

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