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.

 

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

Step 1: Get your Azure OpenAI Account

Step 2: Integrate your Azure OpenAI Account with CINNOX

Step 3: Select AI Engine and Enable and Disable Chat Translation by Room Types

📘

• Azure 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 Azure OpenAI connection, the AI Assistant and Q&A bot features will be temporarily stop functioning. It will resume once the Azure OpenAI connection is resolved.

 

Step 1: Get your Azure OpenAI Account

Before integrating your Azure OpenAI Account with CINNOX, you must sign up for an Azure OpenAI account. Please refer to the Get your Azure OpenAI Account details.

 

Step 2: Integrate your Azure OpenAI Account with CINNOX

Please refer to Integrate your Azure OpenAI with CINNOX using API Key for the detailed steps.

 

Step 3: Select your AI Engine and Enable Chat Translation

Set your AI Engine

• Following Step 2, select the tab Azure OpenAI Related Features.
• Click the arrow at the right-hand side of the AI Assistant. Or, Navigate to Administration>Tools & Settings>AI Assistant.

 

• Click Edit to select an AI engine.
• Select an appropriate AI Engine as required and click Save. In this case, Azure OpenAI has already been selected as the AI engine to support Chat Translation.

 

Enable Chat Translation by Room

• Navigate to Administration>Tools & Settings>AI Assistant and Chat Translation Settings.
• Click Edit.

To enable Chat Translation:

• Toggle the button ON for each room type, such as External (Enquiry) Room, Internal Room and Space and Conference Rooms.
• Click Save.

To turn off Chat Translation:

• Toggle the button OFF for each room type, such as External (Enquiry) Room, Internal Room and Space and Conference Rooms.
• Click Save.

📘

Note

• Once the administrator enables Chat Translation for the specific room types in the service, all staff can use Chat Translation in the enabled chat rooms and switch it on individually.

 

Use of Chat Translation

Select your Chat Language

Before using Chat Translation, you can select your chat language. The chat language is preferred, and the chat room will translate the messages you receive.

• Navigate to My Account > Profile.
• Click Edit.

 

• Click the dropdown list and select your Chat Language.
• Click Save.

📘

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.

Supported languages

 

External (Enquiry) Chat Room

Before translating the chat, you must switch on the Chat Translation and set the visitor language in the enquiry chat room.

To use Chat Translation in the enquiry chat room:

• Navigate the Workspace and select the required enquiry chat room.
• Click the Chat Translation icon 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.
• Click the dropdown list to select the Visitor Language. This is the language to be used in the visitor's chat room. When you successfully set the Visitor Language, the toast message will notify you that the Visitor Language has been changed.

📘

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 up to three languages based on the order of staff members joining the enquiry.
• The translation will not be done if all staff members and visitors in the enquiry room use the same language.

• 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.

👍

• 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 with the Visitor Language after enabling the chat translation.

 

Internal Chat Room

• Navigate the Workspace and select the required staff's chat room.
• Click the Chat Translation icon at the top of the chat room.

• Toggle the button ON to switch on Chat Translation. A toast message will notify you that 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.

• The table below shows what language will be displayed after enabling the chat translation.

 

Space & Conference Room

• Navigate the Workspace and select the required Space or Conference Room.
• Click the Chat Translation icon at the top of the Space or Conference Room.

• Toggle the button ON to switch on Chat Translation. 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.

📘

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.

• Navigate to Enquiry Overview and select the enquiry to monitor.
• 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 private message and Show translation to show the private message translated into your chat language.

• After enabling chat translation, the table below shows what language will be displayed in the agents' and supervisors' chat languages.

 

Visitor's Chat Room

• Visitors can check the original or translated message in their chat rooms only initiated by the Widget and Web Link.
• They can click Show original to show the original message and Show translation to show the message translated into their languages.

 

Notices

📘

• 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 those 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": ChatGPT may translate the "Prompt" instead of the actual chat messages for unknown reasons.
• 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.