- Agent Queue – The agent sees a new incident in their queue (view depends on customer configuration).
- New Incident in need of translation – The agent opens the incident and from the Subject in the Summary tab sees that it is in a language they do not understand.
- Make sure “Language” is set to the expected customer language. If not, please select the appropriate language and hit “Save.”
- Language I/O Tab – The agent clicks on the Language I/O tab instead of the Messages tab, and the editor will launch automatically.
- Translate – The agent clicks on “Translate” next to the customer message.
- Translation into agent language – A successful translation appears immediately below the original customer message. If the translation is hard to understand, there is also a "Retranslate" option which will generate a translation by a different machine translation engine (or rapid human translation, if the option is available in the agent's organization and profile).
- Write agent response – The agent enters a response in the text editor, which should look familiar from the "Messages" tab.
- If there is untranslated standard text to add, the agent can do that now via the hotkey (not sidebar) and it will be translated inline with the rest of the text.
- Translate agent response - When finished, the agent selects "Translate Input" above the editor window and a translation is generated below.
- Send to Messages Tab - If the translation is satisfactory, the agent clicks the "Send to Messages" tab. The agent will be taken to the regular "Messages" tab and can conclude the incident response flow as they would without translation, with their text now automatically populated in the customer language.
- Save and Close - The agent may continue to edit or add links and images, and standard text, or directly select "Save and Close" to send the response to the customer.
Standard Text - The agent can add untranslated standard text from the Language I/O tab in Step 6, via a hotkey (F8 & hotkey), and it will be translated. Pre-translated standard text can be added after step 8 above, when the translated agent response is back in the default Messages tab.
- Windows: Press F8 and enter hotkey
- Mac: Hold Fn & select F8 on ribbon, enter hotkey
Partial Translation - An agent can translate just relevant pieces of the customer text by highlighting that part of the customer thread before hitting "Translate."
Potential Error Messages
- Missing customer or agent language: "Couldn't get custom field `[...]`: [...] Verify that the `languageField` value for your profile's LIOConfig object is set correctly." - The customer or agent language is not set or both are set to the same value. Select another option for the customer or agent language from the drop downs, hit "Save," and try again.
- Can't load Language I/O. Save the incident and try again." - If the agent creates an incident and navigates to the LIO tab before the incident has been saved for the first time, the plug in will not load. Save the incident and try again.
- "Translation failed: Couldn't create LNThread to store the original agent message. Verify that your profile has LNThread permissions." - If the agent does not have LNThread permissions they can't translate customer messages or send agent messages because the Language I/O plug in can't store the intermediate data. Please contact your organization's OSC Administrator to adjust permissions.
- "The translation succeeded, but we couldn't create an LNThread to store the translation. Verify that your profile has LNThread permissions." - If the agent does not have LNThread permissions they can't translate customer messages or send agent messages because the Language I/O plug in can't store the intermediate data. Please contact your organization's OSC Administrator to adjust permissions.
- "Translation failed: Could not access Language I/O server. Verify your server URL and credentials and try again." - There are missing or incorrect credentials for the Language I/O server in the CUSTOM_CFG_LIO_CREDENTIALS custom configuration object, or trying to hit a server for which the organization is not set up. Please contact your organization's OSC Administrator and email@example.com.
- "Couldn't get credentials. Verify that `CUSTOM_CFG_LIO_CREDENTIALS` exists." - The Language I/O API credentials have not been set up for the site. Please contact your organization's OSC Administrator and firstname.lastname@example.org.