Message translation covers every written channel of your helpdesk: messenger, email, WhatsApp, SMS and social. On the Settings tab, the Text translation card sets how it works for your organisation. Your glossary applies to messages too.
Limits
| Setting | What it does |
|---|---|
| Monthly character limit | A ceiling on the characters that your organisation translates in a month. Leave it empty for no limit. |
| Per-agent character cap | The most characters that one agent can use in a month. It is a safety net against a runaway conversation. |
| Characters per request | The most characters in one translation. It guards against a fault that translates a whole conversation at once. |
Translation model
Quality (recommended) is the default. Low latency is faster and slightly less accurate.
Where translations are stored
This setting controls if a translation is still there when someone opens the conversation again.
| Option | Effect |
|---|---|
| Taiwa stores them | Any agent sees the translation, on any device. A colleague who opens the conversation again pays nothing. |
| This agent's browser only | The translation survives a restart. It is not shared with colleagues, and it is lost when the browser data is cleared. |
| Nothing is stored | Each time someone opens the conversation, it is translated again, at the full cost. |
With every option, the messages pass through Taiwa to reach the translation provider. The setting controls what is stored afterwards, not what is processed.
Keep stored translations for sets the number of days before Taiwa deletes a stored translation.
What is skipped to save cost
| Setting | What it does |
|---|---|
| Skip quoted email history | On by default. An email reply carries the whole earlier thread below it. Without this setting you pay to translate that thread again with each reply. In customer messages, the quoted history is not translated. The agent sees a note and the full original. Agents' drafts are never cut. |
| Skip signatures | On by default. Skips a signature below a -- line, and a short mobile footer such as "Sent from my iPhone". The agent sees a note and the full original. |
Delete the stored translations of one conversation
Use this to answer a customer's request for deletion.
- Under Delete stored translations for a conversation, enter the Conversation ID.
- Select Delete, and confirm.
This removes everything that Taiwa holds for that conversation, in every language. You cannot undo it. It does not delete anything in your helpdesk.