Follow

Zendesk (ZD) Chat Translation User Guide

Language I/O (LIO) enables monolingual agents to support customers in over 100 languages across all e-support channels. The LIO app plugs directly into the agent’s standard chat response form without disrupting the existing workflow.

Step Action
1

Agent is Active and available for a Chat.

Not Active

Not_active.jpg

Active

Active.jpg

2

An English speaking Agent accepts a chat.

Chat_comes_in.jpg

3

The chat is not in English so the Agent clicks on the Translate with Language I/O button.

Translate.jpg

4

The Chat is translated and the Agent can choose whether to hide or show the translation. (Options circled in red below).

Chat_is_translated...hide-show.jpg

5

The Agent can use the retranslate button if necessary (i.e.,the original translation doesn't make sense). (Circled in red below)

Retranslate.jpg

6

The headers indicate whether the text is untranslated or translated. (Circled in red below)

Headers_translated_and_untranslated.jpg

7

If the Customer changes languages, the Agent can Redetect and reset locale. (Circled in red below)

Redetect_and_reset_locale.jpg

8

The Agent types a response and then clicks on the Translatelightening_bolt.png button (circled in red below). 

Response...Translate.jpg

9

The content is automatically translated and sent.

Translated_Response.jpg

0 Comments

Please sign in to leave a comment.
Powered by Zendesk