The extension translates written conversations in Zendesk, Freshdesk, HubSpot and Intercom. It covers every written channel that your inbox carries: messenger, email, WhatsApp, SMS and social.
Your administrator must turn message translation on for your organisation.
Read a customer message
Open a ticket or a conversation. Under each customer message, Taiwa adds the translation, with the label TRANSLATED.
Taiwa translates the messages of conversations that you open. It does not translate your own messages.
To turn the automatic translation off, clear Translate incoming messages automatically in the extension window or in the helpdesk panel. The change applies to conversations that you open from then on.
Choose how translations are shown
There are three views. To change the view, select the link next to TRANSLATED, or use the menu beside Translate in the reply box, or use the helpdesk panel. The view applies to the conversation, not to one message.
| View | What you see |
|---|---|
| Both | The original and the translation. |
| Translation only | The conversation in your language. |
| Original only | Exactly what the customer wrote. |
Translate your reply
- Write your reply in your own language.
- Select Translate in the reply box.
- Read the translated text. Edit it if necessary.
- Send the reply.
To get your own text back, select Undo.
Taiwa never translates your reply automatically. You always see the result before the customer does.
The customer's language
Taiwa translates your reply into the language of the customer's messages. The arrow beside Translate opens a menu. Under Customer writes in, you can select the language for this conversation yourself.
If you set a fixed language in Customer speaks, Taiwa uses that language for every conversation. For a mix of languages, set Customer speaks to Auto-detect.
Messages that are only partly translated
To keep costs down, Taiwa does not translate the quoted history of an email or a signature. A note under the message says so, and the original stays on screen. Your administrator can change this.
If the reply box does not take the translation
Taiwa then shows the translation with a Copy translation button. Copy it, and paste it into the reply box.