Read the customer's message
Open the ticket. Taiwa adds the translation under each customer message, with the label TRANSLATED.
Taiwa works with every language that it supports. These examples are Spanish and French.
Choose what you see
In the panel, open the Messages tab and select Both, Translation only or Original only. You can also select the link next to TRANSLATED in the ticket.
Write and translate your reply
- Write your reply in your own language, in the reply box.
- Select Translate in the reply box, or Translate my draft in the panel.
- Taiwa puts the translation in the reply box. Read it, and edit it if necessary.
- Submit the ticket as usual.
To get your own text back, select Undo.
Which language Taiwa translates into
Taiwa translates your reply into the language of this ticket's customer. The Messages tab shows it under Customer writes in.
- If Customer speaks is set to Auto-detect, Taiwa finds the language from the customer's messages.
- If Customer speaks is set to one language, Taiwa uses that language for every ticket. Change it on the Settings tab when you work on tickets in many languages.
- The arrow beside Translate opens a menu. Under Customer writes in, you can select the language for this ticket only.
If the draft is not translated
| The panel says | What to do |
|---|---|
| Type your reply first, then translate it. | The reply box is empty. Write your reply. |
| No customer language yet — Taiwa needs a message from them first. | Select the language in the menu beside Translate. |
| Your draft is already in the customer's language. | No translation is necessary. |
| Couldn't translate the draft. Try the button in the reply box. | Select Translate in the reply box. |