Translating Outgoing Messages in Composer
The AI-powered message translation in Composer enables agents to translate outgoing messages before sending them to customers. This ensures accurate, clear, and context-aware communication across multiple languages.
Agents can:
- Translate manually typed responses before sending.
- Translate canned messages to maintain consistency across multilingual interactions.
This feature helps businesses provide seamless multilingual support without requiring external translation tools.
Supported languages for translation
The Zia-powered message translation in Composer supports 15 languages, allowing agents to communicate effectively with customers worldwide.
Available Languages:
- Arabic
- Danish
- Dutch
- English
- French
- German
- Hebrew
- Hindi
- Italian
- Portuguese
- Russian
- Spanish
- Swedish
- Polish
- Turkish
Agents can manually select the required language and translate messages instantly.
How to translate outgoing messages in composer
- Type a response in the preferred language (e.g., English).
- Ensure the message is clear and well-structured for better translation accuracy.
- Click on the Translate Message button in the Composer.
- Select the Target Language from the list of supported languages.
- Zia will translate the message into the selected language, then agents will review the translation to confirm accuracy and context.
- Make any necessary manual adjustments to improve clarity or maintain tone.
- Ensure that key details such as customer names, order numbers, and product names remain unchanged.
- Once finalized, click Send to deliver the translated message to the customer.
Translating Canned Messages
Agents can also translate pre-saved canned messages to ensure uniformity and efficiency in multilingual customer support.
How to Translate Canned Messages
- Open the Canned Responses section in Composer.
- Select the Pre-saved Canned Message you want to send.
- Click Translate Message and choose the required language. Zia will provide a translated version of the canned message.
- Review the Translation and adjust if necessary.
- Send the translated canned message to the customer.
Using translated canned messages ensures fast, consistent, and professional responses in multiple languages.
Best practices for translating outgoing messages
- Avoid slang, jargon, or overly complex sentences for better translation accuracy.
- Ensure customer names, order numbers, and product details remain accurate post-translation.
- Some languages require different levels of formality, so review translations for tone accuracy.
- Save pre-translated versions of frequently used responses for efficiency.
- Use the same wording for common phrases to maintain a uniform brand voice.
Troubleshooting guide
Translation is not accurate or misinterprets context
Review the translation and manually adjust key phrases before sending. Zia provides context-aware translations but may need refinement for industry-specific terms.
The translated message does not match the intended tone
Modify the translated response to ensure clarity and maintain the intended formality or friendliness.
Partial translation changes sentence structure
Select a larger portion of text for better context preservation, or manually correct any structural changes.
Customer names, order numbers, or product details appear altered
Zia preserves key details, but agents should double-check and confirm accuracy before sending.
Zia does not provide a translation for a selected text
Ensure that the selected text is long enough for Zia processing and try again. Some concise phrases may not translate accurately.
Canned message translation is inconsistent across languages
If using canned responses frequently, pre-translate them manually and save them for accuracy and consistency.
Frequently asked questions (FAQs)
Can I manually edit Zia-generated translations before sending?
Yes, agents can review, adjust, and modify translations before sending them to ensure accuracy and clarity.
What if the translation is incorrect?
Zia-generated translations are highly accurate, but agents should review and make adjustments if needed before sending.
Can I translate only part of a message?
Yes, with Partial Message Translation, agents can translate specific sections instead of the full message.
Can I translate a canned message before sending?
Yes, canned messages can be translated into multiple languages using the Composer’s translation feature.
Will Zia translation change customer names or important business details?
No, Zia preserves customer names, order numbers, and other important details, but agents should review translations before sending.
Do I need to enable any settings to use the translation feature?
Yes, this works based on your Zia configuration. Once enabled, the translation feature is built into the Composer, and agents can access it whenever needed.
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