As your business expands globally, it is vital to keep the satisfaction of your customers as a top priority. One of the challenges that can arise when dealing with global customers is language barriers. It is crucial to ensure that language does not prevent your customer support teams from resolving customer issues promptly.

Customer support representatives must deliver an excellent customer experience without being held back by language limitations. Customers expect to receive prompt and effective assistance when they reach out for help through live chat or omnichannel platforms. The language used during these interactions should never hinder customer satisfaction.

 

Chat Translation Configuration

CINNOX Chat Translation is powered by OpenAI, providing the translations in real-time. Follow the step-by-step guide below for the configuration of Chat Translation.

Step 1: Sign up for an OpenAI Account

Step 2: Integrate your OpenAI Account with CINNOX

Step 3: Select your AI Engine and Enable Chat Translation

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• Please note that availability of OpenAI services may vary by country. Please refer to the OpenAI website for a list of supported countries.
• OpenAI outputs are computer-generated, not human-generated, and may occasionally yield inaccurate results. CINNOX cannot ensure the accuracy of these outputs. Use discretion and verify information as needed.
• If there is an issue with the OpenAI key or connection, the chat translation feature will temporarily stop functioning. It will resume once the OpenAI connection is resolved.

 

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After you have completed steps 1 - 3 in your CINNOX Dashboard. You can now use Chat Translation in your CINNOX Mobile App.

 

Use of Chat Translation

Select your Chat Language

You can select your chat language. It is the preferred one into which the chat room will translate messages you will receive.

• Tap the My Account tab.
• Click Profile

 

• Tap Edit at the top right-hand corner of the screen.
• Tap the arrow under the Chat Language on the Edit Profile page.

 

• Tap the dropdown list to select your Chat Language.
• Click Save at the top right-hand corner of the screen.
• Supported Languages are selectable in the dropdown list.

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Note

• Chat Language lets you view messages in an alternative language to your display one.
• The default chat language is based on your browser's or app's language. Otherwise, it is English.

 

External (Enquiry) Chat Room

Before translating the chat, you must switch on the chat translation and change the visitor's language in the enquiry chat room.

To use Chat Translation in the enquiry chat room:

• Tap the Workspace tab and select the required enquiry chat room.
• Tap the name of the enquiry at the top of the chat room.

 

• Toggle the button ON to switch on the chat translation in the enquiry room. A toast message will notify you that the chat translation is switched on successfully.
• Tap Visitor Language and select the visitor's language. This is the language to be used in the visitor's chat room. When you successfully set the visitor's language, the toast message will notify you that the visitor's language has been changed.

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Note

• Only the enquiry owner can change the visitor's language in the chat room.
• The Chat Translation supports the enquiry room types:
  • Widget and Weblink
  • Social
    • WhatsApp
    • Messenger
    • LINE
    • WeChat
    • WOZTELL
  • Even if Chat Translation is subsequently switched on, all previously sent messages will remain original and untranslated.
  • Chat room messages can only be translated into up to three languages based on the order of staff members joining the enquiry chat room.
  • If all staff members and visitors in the enquiry room use the same language, the translation will not be done.

 

• When you send a message not in the Visitor Language, this message translated into the Visitor Language is displayed in the visitor's chat room.
• The message sent by the visitor will be displayed in your chat language.

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To ensure the agent selects the appropriate Visitor Language, the agent should know the language the visitor uses in advance.

 

• If required, you can click Show original to show the original message and Show translation to show the message translated into your chat language.

 

The table below shows what language will be displayed after the chat translation is enabled and changes to the Visitor Language.

 

Internal Chat Room

To use Chat Translation in the internal chat room:

• Select your Chat Language to which the message your staff member sends will be translated. Please refer to the Select your Chat Language section in your user manual for details.
• Tap the Workspace tab and select the required staff's chat room.

 

• Tap the name of the enquiry at the top of the chat room.
• Toggle the button ON to switch on the chat translation in the chat room. A toast message will notify you that the chat translation is switched on successfully.

 

• When you send a message to another agent, this message will be translated into that agent's Chat Language and vice versa.
• If required, you can click Show original to show the original message and Show translation to show the message translated into your chat language.

 

Space & Conference Room

To use Chat Translation in the space & conference room:

• Select your Chat Language to which the message your staff member sends will be translated. Please refer to the Select your Chat Language section in your user manual for details.
• Tap the Workspace tab and select the required space & conference room.

 

• Tap the name of the enquiry at the top of the space & conference room.
• Toggle the button ON to switch on the chat translation in the space & conference room. A toast message will notify you that the chat translation is switched on successfully.

 

• When you send a message to another agent, this message will be translated into the agent's chat language and vice versa.
• If required, you can click Show original to show the original message and Show translation to show the message translated into your chat language.

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Note

• The pinned and forwarded messages will remain original and untranslated.
• Chat Translation supports the private message.

 

Chat Room from Enquiry Overview

You can use Chat Translation from the Enquiry Overview page in the chat room.

• Tap the Enquiry Overview tab and select the required enquiry to monitor.
• Tap Monitor Enquiry and Send private messages to the agent handling the enquiry. Please refer to the Private Message section for details on sending private messages.
• You can click Show original to show the original private message and Show translation to show the private message translated into your chat language.

The table below shows what language will be displayed after the chat translation with the agent's and supervisor's chat languages enabled.

 

Notices

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• Incomplete Translation Handling: Only the original message will be displayed if the messages fail to translate.
• Speed of Displaying Chat Messages: The chat message display speed may be slow as all messages must undergo translation by ChatGPT.
• Language Display Updates: The chat history will remain unchanged when staff members update their chat languages. Only new messages will be translated.
• Partial Translation for Multilingual Messages: Messages written in multiple languages may only be partially translated.
• Translation Time Out: A chat message must not exceed 500 characters; otherwise, the translation process may time out, leading to the failure to display the translated message.
• Message Length Limitations: Messages exceeding 450 characters may be partially translated or failed to be translated. Additionally, lengthy messages may take longer to translate, potentially resulting in out-of-order messages.
• Unsupported Message Types: Advanced messages like WhatsApp Template and quick reply messages are not supported for translation.
• Enable and Disable Chat Translation: In internal staff rooms, space, and conference rooms, all room members can enable or disable chat translation. Translated messages are visible to all room members when the staff's chat language differs from that of messages displayed in the chat rooms. In enquiry rooms, only the enquiry owner can control chat translation settings.
• Handling of New Lines: New lines in a message will be replaced with space symbols during translation.
  Merging Duplicate Contents: If a message has duplicate content, the duplicate parts will be merged after translation.
• @mention: When you mention ("@") someone in a chat message, it will appear as plain text in the translated message within the chat room and will not be displayed in the browser or app notifications.
• Chat Translation Setting in Mobile App: You can set the display language and chat language individually in the CINNOX App, separate from the settings in the CINNOX Dashboard.
• Approximate Error Rate: The Chat Translation feature has an approximate error rate of 10%, meaning some messages may not be accurately translated.
• Translate "Prompt": For unknown reasons, ChatGPT may translate the "Prompt", instead of the actual chat messages.
• Notification: When you toggle on or off Chat Translation, a notification will appear in the service-level chat room.
• URL / Weblink: The URL and Weblink sent in the chat room are also auto-translated. Click the show original to get the correct URL/Weblink.