Customers would like more granular control over AI Inbox Translation by allowing incoming and outgoing translations to be managed independently.
Currently, AI Translation functions as a single feature that both:
- Translates incoming customer messages for teammates.
- Automatically translates teammate replies back into the customer's language.
This all-or-nothing approach creates challenges for teams that work with domain-specific, technical, or industry terminology, where automatic translation of outgoing messages can reduce accuracy, alter intended meaning, or negatively impact customer communications.
Requested improvements include:
- Separate toggles for incoming and outgoing translations.
- The ability to enable incoming translations while keeping outgoing messages in their original language.
- Making outgoing translations opt-in rather than automatically applied.
- Improved handling of technical, product-specific, and domain-specific language to preserve accuracy and context.
This would give teams greater control over customer-facing communications while still benefiting from translated incoming messages.