Incoming messages show no translation
In Zendesk and Freshdesk, open the Messages tab of the Taiwa panel. If translation is off, the panel says Not translating and gives the reason.
| The panel says | What to do |
|---|---|
| Sign in from the Taiwa toolbar icon, then reload this ticket. | Select the Taiwa icon in the Chrome toolbar, select Settings, and sign in. Then reload the ticket. |
| Taiwa can't reach its service. Check your connection, then reload. | Check your internet connection. Your IT team can check the Network requirements. |
| Message translation isn't switched on for this account. | Ask your Taiwa administrator. |
| Taiwa is suspended on this account. | Ask your Taiwa administrator. |
| Starting up… | Wait a moment. If it stays, reload the ticket. |
Then check these points:
- Translate incoming messages automatically must be on. You find it in the extension window, in the extension's settings and in the panel. After you turn it on, open the conversation again.
- The message is already in your language. Taiwa does not translate a conversation that is in your own language.
- Reload the page. A tab that was open before the extension was installed or updated has an old copy.
- Your organisation reached the character limit that your administrator set. Ask your administrator.
Only part of a message is translated
Taiwa skips the quoted history of an email, and signatures. A note under the message says so. The original shows everything. Your administrator can change this. See Set up message translation.
The translation is in the wrong language
Your reply is translated into the language in Customer speaks, when that is set to one language. For tickets in many languages, set Customer speaks to Auto-detect. You can also select the language for one conversation in the menu beside Translate.
My reply is not translated
| The message | What to do |
|---|---|
| Write a reply first, then translate it. | The reply box is empty. |
| This conversation is already in your language — nothing to translate. | No translation is necessary. |
| No customer language detected yet — reply once, or set it in settings. | Select the language in the menu beside Translate. |
| Couldn't update the composer — copy the translation instead | Select Copy translation, and paste the text into the reply box. |
| Translation failed. | Try again in a moment. If it fails again, tell your administrator. |