Many options in Language I/O Response are configurable, such as default translation type and availability of the re-translation option. For more information see the additional Response documentation articles here under Language I/O Response -> Oracle Service Cloud or contact your Language I/O representative.
1. The agent opens an incident and sees that it is in a language that they don't speak.
2. The agent navigates to the LinguistNow or Language I/O Response tab (depending on version). If the correct customer language is not already set, the agent should set it and save the incident before loading Response. If the customer language is set to [No Value], Language I/O will attempt to auto-detect the language when the first customer message is translated.
3. The customer message will appear. Click Translate to translate the message. Whether it is translated by machine or human will depend on your configuration. By default, incoming messages are translated by machine.
4. The translation will automatically appear once it is finished. If your machine translation is of low quality, you can use the Re-Translate button to request a human translation.
5. When you click Respond on the Customer Thread Translation (or use the New button, shown by the page icon on the upper left), the agent message editor will appear. If you have standard text you need translated, you can access it through the Standard Text button and using its keyboard shortcut.
6. Depending on configuration, you may be able to select your outgoing translation type. If not, the outgoing translation generally defaults to human. Sometimes you will see a pop-up saying there is no thread open and asking you to choose a thread type. If this occurs, choose "Response".
7. The text you sent in for translation will be displayed. Machine translations are finished in near-real time, but human translations take longer. You can make a business rule using the LinguistNow Status field to set alerts or events when a human translation is received. When the human translation is received, LinguistNow Status will be set to SUCCESS: Human translation complete.
8. Once the translation is received, click Send to copy the message into the Messages tab. (We can also configure Response to automatically send the message when Send is clicked.)
9. By default, Send will simply copy the translated message into the Messages tab. This gives you an opportunity to review the message and add more content, such as pre-translated standard text or articles.
10. Once you've sent the message, navigate back to the Response tab and click the Refresh button (the two green arrows in the upper left) to update the display. Internal agent messages (the English message and its unmodified translation) are shown under a yellow status bar. The message sent to the customer is displayed with a green status bar.
11. Sometimes a customer will send extra content in their message, for example the previous threads in a chain of emails. If you only want to translate a part of the message, simply highlight that portion with your mouse before clicking Translate.
12. The partial translation is returned as shown above. If you make a mistake and need to translate more of the content, you can always select another portion of text and click Translate again.
13. The Plus and Minus buttons in the upper right-hand corner of the add-in can be used to increase or decrease the text size. The Undock button (next to the +/- buttons) can be used to move the add-in to its own window.
14. If you have Language I/O Help and there is a pre-translated article you would like to insert, simply navigate to the default (messages) tab in the incident. From there, you can add your translated help article by clicking Search Knowledgebase, then searching for the article you want in English. Once you've found the article, search for the Meta Answer ID to find all translations of the article. Then you can add the translated article as a link or as text.
15. You can also insert pre-translated standard text into your response from the messages tab: just click Standard Text and select the appropriate pre-translated standard text. If your standard text hasn't been pre-translated, you can use the Standard Text button within the Language I/O Response agent response window.
16. Any variables entered in the response will be replaced properly when the message is sent.