Comm100 Ticketing & Messaging supports Auto Translation with built-in Google Translate integration. Auto Translation enables your agents to auto-identify and translates contacts' messages if they are using different languages.

To configure and enable Auto Translation for a ticket, follow these steps:

1. Log in to your Comm100 Control Panel.
2. Navigate to Global Settings > Auto Translation and turn on the Auto Translation for Ticketing & Messaging toggle key.
   
   
3. Choose either Only send the translation or Send both original and translation options for the message when replying to a contact.
   Note: Comm100 recommends you choose the Send both original and translation option so that if your customer is using a different language, they may not understand the language of the agent's original message. However, some channels, like SMS, may cost you more charges because Twilio needs to send more SMS segments to include the original message.
   
   
4. (Optional): Customize the postfix text for an original message, translated message, or both fields. The postfix text is automatically added to the message you send. By default, these fields are named (Original) and (Translation); however, you can also keep them empty.
   
   For example, if the original message in English is Hello and the translated message in French is Bonjour, the message reads as:
   Bonjour (Translation)
   Hello (Original) 
5. (Optional) In the List Words/Phrases That Do Not Require Translation area, add the words and phrases that do not need to be translated. These Words and Phrases are kept in both incoming and outcoming messages.
   Note: Sample note text. The no-translation list configuration is global. If the Auto Translation for Live Chat and Auto Translation for Chatbot toggle keys are enabled, the list also works for your chat messages and chatbots used in the Live Chat channel.
   
   
6. Click Save. 

Step by Step Instructions

To use Auto Translation for a ticket, follow these steps:

1. Log in to your Comm100 Agent Console. 
2. Navigate to Preferences > Global.
   
   
3. From the Language tab, select the Auto-translate to check box and choose a language from the drop-down list. This language is your agent's preferred language.
   
   
4. Click OK. 
5. If your agent notices that the contact is using a different language, they click the Auto Translation icon in the reply to area; the Ticketing & Messaging system automatically detects and displays the contact's last message language. Other agents who have permission to manage the ticket can also change the language during the conversation.
   
   
6. On the Auto Translation pop-up, turn on the Enable Auto Translation toggle key and select contact and agent language. Once selected, the settings remain the same irrespective of which agent is assigned to the ticket.
   The contact's last and new messages are automatically translated into the agent's language. Agents who work on the same ticket can see both original and translated versions of the message, including their history.
   Note: Messages occurring from the Chatbot remain untranslated.
   
   
7. Your agent can always see original and translated messages sent by them in Agent Console, irrespective of the option configured in the Comm100 Control Panel: Send both original and translation or Only send the translation.
   If your admin selects the Only send the translation option from the Control Panel, then on Agent Console, an icon beside the original message displays, indicating to the agent that the original message is not sent to the contact.
   
   If your admin selects the Send both original and translation option from the Control Panel, then on Agent Console, no icon is displayed, indicating to the agent that the original message is also sent to the contact.
   Once your agent turns off the Auto Translation, the ticket's new message is no longer translated. They can still see the previous original and translated messages.
8. Your agents can also preview the translated message before replying to the contact. They can view HTML format, style, and pictures in the Preview Translation pop-up.
   
   
9. Click Send to reply with both original and translated messages. The message appears on the contact and agent side respectively.

• You can search information from the original or translated language from the Agent Console's search bar. All corresponding tickets that match the searched term are displayed.
  

• Suppose your agent sends a message in a language other than their preferred language (agent language). In that case, the contact receives the translated version of the message in their language. 

  Suppose your contact's language of communication is English, and your agent's preferred language is German. In that case, the contact will receive the message in English irrespective of what language your agents communicate.

  
  

• If the Auto Translation for Live Chat is enabled, and your agent creates a new ticket from the Live Chat transcript, the ticket's auto translation status (Contact and Agent languages ) becomes the same as of the original Live Chat.

  
  

  However, if your agent attaches the Live Chat transcript to an existing ticket, the ticket's auto translation status (Contact and Agent languages) remains unchanged. 

  
  

• In the Email channel, the quoted part of the email content and the agent’s sent email signature are not translated. The contact sent email signature is also not translated. The rest of the message body is auto-translated.

  When your agent merges tickets, the Auto Translation status applies of the main ticket. For example, if you merge ticket #53 to #63, then #63 is considered the main ticket. In the main ticket, your agent can still see the previous original and translated messages from all the previous tickets.

  Note: The tags or custom fields are not auto-translated; only the agent's message is auto-translated.

  
  

• In the Twitter channel, an error is displayed to shorten the message if your agent tries to send a message longer than 280 characters.

  If the auto translation is configured to Only send the translation, and your agent's translated message exceeds 280 characters, then the message Failed to Send: Translation text exceed 280 characters. displays.

  If the auto translation is configured to Send both original and translation, and your agent's original and translated message exceeds 280 characters, then the message Failed to Send: Overall text exceed 280 characters. displays.

  
  

• The Preview Translation pop-up shows the count of both original and translated text. If the count exceeds 280 characters, the pop-up shows the count with a negative sign in the color Red.

  
  

• If the auto translation is enabled and you have selected Send both original and translation on the control panel, then in the SMS channel, a split segment notification displays on providing a long text message. The estimated segment doubles when both original and translation messages are sent.