Translator

You can integrate Planfix with a translator to allow users to communicate with colleagues from other countries and customers in their native language.

Application

• Expand the customer base- serving customers in their native language helps attract customers from different countries and promotes international business expansion.
• Multilingual support service- multilingual support sets your business apart, enhancing your reputation and attracting customers.

Advanced Features (with AI Translator)

• Auto-translation- the language is recognized in the customer's first message (you can be change it manually if necessary).
• Glossary- allows you to set up a dictionary of technical terms to ensure consistent terminology in communication as used in reference and marketing materials.
• Tone of communication- for each language, you can define how communication with customers should take place to take their cultural characteristics into account.

Integration setup

Go to "Account Management" - "Integrations" - "Translation" and select a translation service. Depending on the data center where your account is located, the following translation services are available

• • Open AI
  • Google Translate
• Activate the integration and configure it:
  • Specify the necessary parameters to connect to the selected translation service.
  • Specify which employees can use the translator.
  • Activate automatic translation for messages from contacts if required.
  • Add and configure language pairs if required. Setting up language pairs is necessary for fine-tuning translations using the glossary or adjusting the response tone for AI prompts.

How it works

Take a look at a comment:

It is visually divided into two parts:

• The upper part is the message in the customer's language.
• The lower part is the automatic translation into the employee's language.

When an employee replies to a customer, they have two special buttons:

• The first button automatically translates the message into the customer's language.
• The second button selects the language into which the message will be translated.

This simplifies the action algorithm for employees:

• Write a comment.
• Check the translation language if the communication is multilingual.
• Click on the "Translate" button and send the message.

After clicking the "Translate" button, the comment will look like this:

And this is what the employee's reply looks like in the comment thread:

Important! The customer only sees the top part of the comments with messages in their language.

Nuances

• Auto-translation only works for messages from contacts. If this mode is deactivated, messages are only translated when the employee clicks on the corresponding button:
• Auto-translation of contact messages works based on the communication language specified in the contact card.
• The communication language of the contact is automatically determined based on the text of the first comment.
• The translation is not performed if the communication language of the contact matches the expected translation language.

Important

• Integration with the translator is available from the "Business" plan onwards.

Go To

• Integrations
• Feature Description