Overview: Translate workflow module (Console)

Console > Workflows > Workflow modules > Overview: Translate workflow module (Console)

This article explains the Translate workflow module in Console.

In this article

Overview

The Translate workflow module enables Hammond to translate all customer, queue user, and system messages exchanges into the language people need during a live interaction. This happens in real time. Overall, use this module to create an experience where everyone is communicating in their preferred language in real time.

This is how it works. Once a queue user accepts an interaction that is configured for translation, the system automatically translates the message to all configured languages and displays in the default system language of English. If the queue user prefers to engage in a different language, they can manually set it by selecting the preferred language from the languages menu located above the feed of the interaction. 

Once the language is defined, the queue user will automatically have messages translated to their preferred language. This is also the case for customers and any viewers of the interaction, like managers and coaches, so they are reviewing and monitoring the interaction in their preferred language.

The use of translation in your queues is a valuable feature. It allows your teams the ability to overcome language barriers effortlessly. This is beneficial in empowering your teams to manage interactions no matter the language of the customer while simultaneously reducing handle time and unnecessary transfers.

Common use cases for the Translate module

Below are some common use cases for using the Translate module:

How it works

This module enables the system to quickly translate the communication with an interaction in real time. This means that it translates these perspectives of the conversation:

Overall, this module translates all directions of communication in real time to ensure information is presented in the language the person needs.

Here’s an example of how this works: 

Imagine that your business supports customers from all over the world who speak a variety of languages. You have queue users who manage interactions in the US, Mexico, and France. 

Because of this, you want to ensure that your queue users are able to assist any customer that’s speaking any language, without needing to transfer customers around or to hire and train more staff in order to support customers in these countries.

Configuring this module

The Translate module is used in tandem with a series of other modules to create a translation workflow. Then, the published translation workflow is then linked to all the queues that are using live translation. These are the steps for how you configure your account for translation.

To effectively implement the Translate module for this scenario, construct a workflow in this way:

Start module > Detect Language module > Translate module > Publish Message module > End module 

Translation workflow example

Let’s walk through how this workflow would flow from the lens of a web chat interaction. 

In this scenario, the workflow begins by detecting the customer’s language based on the web chat sent in. Automatically, the system detects the language that the customer is using. 

Once the language is detected, the Translate module processes the customer’s web chat by translating it into all the targeted languages needed for the queue users managing interactions hosted in this specific queue. So, in this scenario, the system translates the customer’s inbound web chat message three times, into these targeted languages: English, Spanish, and French. Once the message has been translated, the workflow proceeds by publishing the translated message to the feed tab of the interaction in the queue user’s preferred language. 

After you’ve configured the modules and published the workflow, you must also configure it to all the queues that are using translation to better serve customers.

Visual breakdown

Exterior structure

This is the exterior of the Translate module. This module shares a similar structure to the others. This module has just one exit port.

Read the Overview: Workflow module structure in Workflows article to take a deeper dive into each of these components.

Interior structure

The interior of the Translate module provides you access to configure the specific languages you want to quickly translate inbound customer messages to, messages sent from queue users back to the customer, and system messages.