Community can translate text content for you:
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Messages that a customer posted to a Community message in a language that differs from your preferred language
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Your replies to the customer that have been sent in a language that differs from your preferred language
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Your replies to the customer before you post them to the Community message
Translation options
When the translation functionality is enabled, you can see the following translation-related options in Community:
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The “Show translation” option under messages from customers and under your replies that are written in a language that differs from your preferred language, and the options for editing and rating the suggested translation
The “Show translation” option does not appear under the messages that are written in your preferred language. For example, if your preferred language is English, the “Show translation” option will not appear under the messages written in English. For more information about the preferred language, see “Change the preferred language” further in this article.
The following options are available regardless of whether the translation functionality is enabled, as long as there is at least one language into which the text can be translated from the language it is written in:
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The “Translate to” option in the AI reply assistant menu (for more information about the AI assistant, see Respond to a Community Message)
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The language dropdown on the AI reply assistant pop-up dialog (for more information about the AI assistant, see Respond to a Community Message)
Supported languages
Translation is supported for 84 unique languages, which make 827 language translation pairs. A pair is determined by the source language, the target language, and the direction of translation (from -> into). For example, “English into Spanish” and “Spanish into English” are two different language pairs.
Not all languages support translation into every language. For example, while translating from Armenian into English is supported, translating from English into Armenian is not.
For more information about the supported language pairs, see Supported Languages for Translation in Community.
How the language of an individual message is detected
The language of an individual message is detected for each message separately, based on the message itself. For example, if a conversation contains messages written in both English and German, Community detects the language of each message on its own, and the “Show translation” option appears only under the messages whose language differs from your preferred language. If the language of a message cannot be detected, Community uses the language of the whole conversation.
Enable translations in Community
By default, translations in Community are disabled. You can enable them for yourself.
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The translation functionality is enabled at the level of an individual user in the Emplifi account, not at the level of the account itself. Enabling it for yourself does not affect this functionality for any other user in the Emplifi account.
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Enabling and disabling translations in Community automatically enables and disables translations in Care (see Enable Translations in Care), and vice versa.
Steps:
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In the main Community menu (see Community Inbox), click Community features -> Translations.
The translation menu opens.
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Toggle the switch next to the Enable translation features option to ON.
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From the Preferred language dropdown, select your preferred language.
The preferred language is the language into which Community will translate messages written in a different language.
You can change the preferred language at any time later (see “Change the preferred language“ further in this article). -
Click Save.
The translation menu closes. The translations are now enabled in Community. You can see translation-related options:-
The “Show translation” option under messages from customers and under your replies that are written in a language that differs from your preferred language, and the options for editing and rating the suggested translation
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The “Translate to” option in the AI reply assistant menu (for more information about the AI assistant, see Respond to a Community Message) (this option is available also when the translation functionality is disabled)
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The language dropdown on the AI reply assistant pop-up dialog (for more information about the AI assistant, see Respond to a Community Message) (this option is available also when the translation functionality is disabled)
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Translate a message
Steps:
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Locate the message that you want to translate, and click Show translation.
The translation is generated and displayed.
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If the language of the message is detected incorrectly, click Edit translation, and manually change the source language.
The translation is regenerated.
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(Optional) If you want to have the message translated into a different language than the preferred one, click Edit translation, and manually change the target language.
The translation is regenerated. -
(Optional) Help us improve the translation.
Click “Yes” or “No” to let us know whether this translation is helpful.
The submitted feedback is anonymous.
Change the preferred language
The preferred language is the language into which Community will translate messages written in a different language.
Changing the preferred language in Community automatically changes it in Care (see Enable Translations in Care), and vice versa.
Steps:
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In the main Community menu (see Community Inbox), click Community features -> Translations.
The translation menu opens.
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From the Preferred language dropdown, select the new preferred language.
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Click Save.
The translation menu closes. The new preferred language is set.