Seamless Multilingual Messaging and Tone Control in Zia IM Composer | Zoho Desk
Hello everyone!
Managing customer conversations across multiple languages can be time-consuming. Using Zia in the Instant Messaging (IM) Composer helps you overcome this by providing tools to translate content, adjust your tone, and refine your messages right inside your IM chat window.
You can write in the language you prefer, translate it instantly, and send replies that sound natural, professional, and personal, all without switching screens.
Multilingual translation
Within the message composer
When replying to a message, you can type your response in any language and select the language you want it translated into. Zia translates your text instantly to keep your conversations flowing smoothly. This helps you communicate with customers who prefer different languages and save time by avoiding external translation tools.
Template messages
Your saved template messages, like greetings, acknowledgements, or follow-up messages, can also be translated to the selected language. This helps keep your replies consistent across conversations while ensuring they sound natural in every language.
Support for 15 languages (and expanding)
Zia currently supports 15 languages. You can move between conversations in different languages, responding to one customer in French, another in Japanese, and a third in Spanish, all from the same interface.
Limitations and oversight
While Zia's translation is accurate for most use cases, machine translation isn't always perfect. Certain idioms or region-specific terms might not translate exactly. So, review translations for accuracy before sending and rephrase complex or culturally specific sentences.
Tone and message length
Zia allows you to control not just what you say, but how you say it. You can adjust your message’s tone and length directly within the composer, tailoring your response to match each customer interaction.
Tone options
You could choose from five tone settings depending on the nature of your message:
Tone | When to use | Example |
Formal | For professional or official updates. | “We sincerely apologize for any inconvenience caused. Your issue is being addressed.” |
Informal | For casual or friendly interactions. | “Sorry about that! Let's find the best way to fix it for you.” |
Diplomatic | When handling sensitive or tense situations. | “We appreciate your patience. Our team is actively working on your request.” |
Assertive | When giving clear and direct updates. | “Your request has been processed. You will receive an update within 24 hours.” |
Humorous | For light-hearted situations. | “Looks like your order went on a little adventure! We’re tracking it down.” |
Message length options
Zia also gives you control over how detailed your replies are.
Length | When to use | Example |
Short Response | For quick confirmations or simple replies. | “Your order is confirmed.” |
Long Response | For detailed explanations or updates. | “Your order has been confirmed and is being processed. You will receive a tracking link once it ships.” |
Have you tried using Zia in the IM Composer yet?
How does it help your team manage multilingual support or tone consistency in customer chats?
Let’s talk!
Prabin | Desk Team
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