Inbox Messages Translation

Does your business cater to users of different languages? Is there a language barrier between customer service and users? Want to serve foreign customers but only have local customer service? The Inbox message translation feature will solve the above problems for you, eliminating the trouble of posting texts back and forth, and greatly improving the efficiency of customer service responses. We will provide convenient online instant translation functions through the following aspects. All agents can turn on these features in personal preferences according to their specific needs.

• Message card translation: In the Inbox conversations, select the message card that needs to be translated, click the [Translate] button in [More], and select the target language you need to quickly translate the message content into the corresponding language.

• Automatic translation of user messages: After turning on the automatic translation switch and selecting the target language, enter Inbox and select a specific conversation. The system will automatically translate all user messages on the agent's current browsing interface, including new incoming messages and historical messages, and continue to translate based on your mouse scrolling. By selecting automatic translation, agents will enjoy smooth translation services without having to click the [Translate] button for each message.

• Input translation: After turning on the input translation switch, agents can see the translation preview interface in the input box of Inbox. After entering the content, select the target language and click the [Translate] button on the right side of the translation preview window to get the translation in the target language. Agents can send translations directly to customers.

In the personal preference settings , you can see the number of characters consumed by translation under the current tenant. Before December 31, 2024, you can contact your account manager to participate in our Beta test. No translation fees are charged during this phase.
Starting from January 1, 2025, you can choose the software version that suits you by referring to the different price plans on the official website, and each version will be given a free number of translated characters!

Personal Welcome Message

Set up your unique welcome message as a welcome statement to give your customers a great first impression. Your welcome message will be triggered when the following conditions are met:

• Conversations are open
• Conversations are initiated by customers
• Conversations are transferred to you

Currently, you can send three types of personal welcome messages:

• Text message: plain text type message. Supports Emoji, bold, italic and other styles
• Rich media messages: pictures/videos/files + text messages
• Interactive messages: interactive messages with buttons, such as quick reply buttons, jump buttons, and list buttons

Personal Canned Responses

Canned responses have been expanded from the company dimension to the personal dimension. Administrators can configure quick replies in Inbox settings that can be called by all employees. Agents can also customize personal quick replies according to their specific needs.

• View company canned responses: Find the canned response menu in personal preferences, and click the View Defaults button to view the company quick replies configured by the administrator.

• Manage personal canned reponses: If the company's prest canned responses cannot meet the agent's needs, agents can manage their own personal canned response, including adding, editing, deleting, and searching functions.

• Use canned responses: You can enter "/" in the Inbox input box to bring up the canned response window, and search for the specific canned response by entering the short code corresponding to the it. Preview the content in the column window on the right and confirm it is what you need. Press the Enter key to enter the selected canned response. Canned responses preset by the company in the list will be labeled to make it easy for you to distinguish them.