Skip to content

Translation Configurations

Using configurable translation services, agents and supervisors can translate call transcripts into their preferred language, improving comprehension and global team collaboration while maintaining accuracy. Learn more.

Steps to configure translation:

  1. Go to Contact Center AI > CONFIGURATIONS > Settings > Advanced Settings > Translation Configurations.
    Translation Configurations

  2. Turn on the toggle to enable translations. Administrators can then choose one of the following options:

    • Google Translator
    • Microsoft Translator

    • Custom
      If Google or Microsoft Translator is selected, enter the access key. If Custom is selected, open the dropdown and click Add Custom Engine to configure the endpoint.
      Configurations

      The Configure Translation Engine pop-up appears. Refer to Manage Translation Services for steps to configure the translation engine.
      Configure Tranlsation Engine

  3. Click Save. Translation is enabled in the dashboard interactions.
    Translation Configurations

Note

Template messages will not be translated in the conversation transcripts.