Content translation

This is a different feature from Translate in the AI text assistant. The text assistant changes only the draft in the editor. Content translation covers the whole ticket.

For agents

On the agent side, content is translated the same way on every channel: email, letter, chat. The exception is telephony: only the transcript is translated, not the call itself.

Agents who turn on Translate ticket content for me (translateTicketContent) in their profile see the concern, the thread, and reply suggestions in their profile language. Show original and Show translation switch between the source text and the translation.

Translation does not have to be clicked first. It can already run in the background — after AI analysis, after routing, on a new message, on assignment, or when the ticket is opened. The automatic translation rules below decide when. Until it is ready, the source text stays visible.

The translation stays close to the original. Style, formal address, and ticket examples therefore still apply. Quality assessments (scorecards) score the message that actually went out, whether it was translated or not.

For customers

Customers see only the language they write in and the language the reply arrives in. There is no original / translation switch on their side, and there will not be one.

Example

A customer writes in Turkish. The agent's profile language is German, and Translate ticket content for me is on.

1. They open the ticket and read the concern and the thread in German. If needed, they switch to the Turkish original.
2. They reply in German. The customer receives the reply in Turkish.

Setup

Path: Settings → Advanced settings → General → Content translation

Content translation (contentTranslationEnabled) turns the feature on for the tenant. Content translation channels (contentTranslationChannels) chooses which channels it applies to (default: email and letter; chat can be added). Target languages for content translation (contentTranslationTargetLanguages) are the languages content may be translated into: English, German, French, Turkish. The team's profile languages must be on this list, or those people receive no translation — and the rules below cannot resolve a target either.

Automatic translation rules (contentTranslationRules)

Without a rule, translation runs when someone with the profile switch on opens the ticket. Rules bring the translation into the ticket beforehand, in the background, instead of waiting for that click. Several rules run independently of each other; empty filters mean “all”.

Each rule can also be limited to channels, subchannels (mailboxes), source languages, and tags. Example: only the Turkish mailbox, only tickets with a given tag, target language German.

A rule's target languages come only from Target languages for content translation (contentTranslationTargetLanguages).

Terminology for translations (contentTranslationGlossary)

Fixed technical terms per target language, e.g. Abschlag = Peşinat. For translation to the customer, the ticket's language applies, not the agent's. Without tags, an entry applies to all tickets; with tags, only to tickets that carry one of those tags.

In Events, translations from the last month can be reviewed. Mismatched terms there are the reason to update the terminology.

{
  "languageCode": "tr"
}