Right now, when AI inbox translation is activated, incoming messages are naturally translated to English (our main language), and outgoing messages are translated from English to the language of the customer, as it should!
However, in case an agent replies in the language of the customer (so not in English), their message isnāt translated to English in the backend, making it hard to have this case potentially picked up by another agent later on since they will have to manually translate the outgoing message if they donāt speak the customersā language.
Here is an example:
- AĀ German customer contacts us
- Their message is automatically translated to English due to the AI Inbox translation
- The case is assigned to a GermanĀ agent
- The agent replies inĀ GermanĀ since this is their native language and they can better express themselves this way, and most likely produce a better German reply than having it translated
- The customer comes back a few days later and the case now gets assigned to anĀ EnglishĀ agent
- The English agent is only able to read theĀ incomingĀ messages (which have been translated with AI Inbox Translation to English), but theĀ outgoingĀ messages remain in German as they were originally written in German
- The agent now has to manually translate all outgoing messages to get a full picture of the case and workflows become inefficient
The suggestion here is to ensure that when AI Inbox translation is enabled, anyĀ outgoingĀ messages that match the language of the customer are translated to English in theĀ backend,Ā and agents can switch between the original and translated view just like with the incoming messages.