Translation

In short: If a customer writes in a language you cannot read (well), aishaa lets you read the message, the full email or the whole ticket in your own language, with the original always one click away. If your organisation translates on arrival, you also write your reply in your own language and the customer gets it in theirs. You check aishaa’s proposal with Translate draft for me.

Where to find this

Everything to do with translation is in the open ticket under Tickets:

• Per message: the label below the message, Show translation or Translated · show original.
• On an expanded full email: the label Translate full email.
• For the whole ticket: the translate icon in the top bar, with the tooltip Show in my language or Show originals. On a narrow screen the same button is in the three-dot menu of the top bar.
• Above the composer: the bar with the language you write in and the language the reply goes out in.
• For aishaa’s proposal: the Translate draft for me translate icon in the composer toolbar.

Who: anyone who may view tickets can read in their own language, from the Viewer role. Having your reply go out in your own language and translating the proposal is possible from the Agent role. The language you read in follows from the language you have chosen under My profile.

Which language aishaa translates into

aishaa always translates into the language of your own profile (My profile, drop-down list Language). A colleague with a different profile language therefore reads a translation in their own language. See Language and time zone for setting your language.

Translation works into every language you can choose under My profile: Dutch, English, German, French, Spanish, Turkish and Persian.

Translation on arrival, per organisation

Under Organisation > General there is the Translation section with the explanation New messages, ticket titles and AI drafts are translated into these languages as soon as they arrive. Everyone whose own language is one of them reads them translated, with the original one click away. Under Translate into you see which languages this is switched on for.

aishaa sets these languages. That is why the page says These features are managed by aishaa. Contact us if you would like to change them. Do you want a language added or removed? Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.

What this means for you:

• If your profile language is in the list, new messages, ticket titles and proposals are already translated before you open the ticket. You see the translation straight away and switch to the original per message.
• If your profile language is not in the list, you read everything in the original language. Translating on request still works: with the translate icon in the top bar, with Translate full email and with Translate draft for me.
• The ticket title, colleagues’ notes, the conversation memory and the customer history also appear in your language as soon as you open them.

Reading a message in your language

If a translation of a message exists, aishaa shows it by default and the label Translated · show original appears below it, or Translated from (language) · show original if the source language is known. Click the label to see the original; the label then changes to Show translation. You can switch as often as you like without anything being translated again.

A customer message in an open ticket shown in translation, with the label Translated from German, show original below the message, and the translate icon in the top bar with the tooltip Show in my language.

Good to know about a message:

• The translation keeps the formatting, the links and the images of the message. The subject of an email is not translated.
• If a message is already in your language, there is no label and nothing changes.
• A long text is translated in parts. If a part has been cut off, the label is followed by only the first part is translated.
• Above 60,000 characters aishaa does not translate a message. You then see This message is too long to translate here.

Translating the full email

If you expand the full content of an email (with quoted text and signature), it has its own label Translate full email below it. Click it to read that whole email in your language; the label then becomes Translated · show original.

• The translation is only for reading. The message itself does not change, and that original is also what goes along if you forward the message.
• In the translation the text and the quoting levels are kept; the formatting, tables and images of the email are not.
• If the email is longer than aishaa translates in one go, the label is followed by only the first part is translated.
• If it does not work, you see Could not translate this email.
• If you are already reading the message translated and you then expand the full email, aishaa translates that straight away as well.

The whole ticket in your language

With the translate icon in the top bar you put the whole ticket in your language.

1. Scroll to the point in the conversation you want to read.
2. Click the translate icon (tooltip Show in my language). While translating, it says Translating ticket… and the messages concerned show Translating….
3. Messages that already have a translation appear in your language straight away. Messages around the point where you are that do not have one yet are translated now: up to 10 messages above and 10 below. The ticket title and aishaa’s note come along.
4. To read more, scroll further and click the icon again.

Clicking again puts everything back to the originals (tooltip Show originals). After that you can still switch per message with the label below the message.

If translation fails, you see Could not translate this ticket. If the message you are at is too long, you see This message is too long to translate here.

The translate icon is not available while the ticket is closed, has the status Draft, a send is still in progress, you are in spectator mode or the live connection is temporarily unreliable.

Replying in your own language

If your organisation translates into your language and the customer writes in another language, a bar appears above the composer: You write in (your language), sent in (the customer’s language). So you type in your own language and aishaa makes the version for the customer when you send. If there is a proposal from aishaa, that also opens in your language.

In that bar you can do the following:

The bar above the composer with You write in Dutch, sent in German, the Show customer version link and Write in German myself on the right.

Important: if translating fails while sending, the message does not go out. The message then shows Translating into the customer’s language did not work, so the message was not sent. Send it again, or use Write in (language) myself to write in the customer’s language yourself. If aishaa temporarily cannot translate at all, the message stays as well; contact the aishaa team in that case.

The same bar is in the dialogues for an external party, so at Forward, Reply and Send reminder. See Forwarding a message.

Reading the context for forwarding in your language

In the Forward to an external party dialogue, the Context for recipient block contains the original customer message. With Read in my language you read that context in your language; with Show original you switch back. With the translation you see the message Translated for you only · the recipient receives the original.

• The recipient always gets the original. This translation is only for you.
• Editing is only possible on the original: if you choose Edit, the translation disappears.
• If the context is already in your language, you see This is already in your language.
• If translating fails, you see Could not translate this email.

Checking aishaa’s proposal

If aishaa writes her proposal in the customer’s language and you do not read that language well enough to judge it, use the draft translation:

1. Click the Translate draft for me translate icon in the composer toolbar. While translating, it says Translating draft….
2. The Draft translation dialogue opens with two columns: Original draft (what is currently in the editor) and Translation (the same text in your language).
3. At the bottom it says Translated from (language) to (language). Signature was not included. If the source language cannot be determined with certainty, it says the detected language.
4. Close the dialogue and adjust the proposal yourself in the editor if necessary.

The Draft translation dialog opened from the composer, with Original draft on the left, Translation on the right and at the bottom the line Translated from (language) to (language). Signature was not included.

Good to know about the draft translation:

• The translation is for checking only. Nothing from it goes into the editor.
• Your signature is not translated.
• If the draft is already in your language, the dialogue shows This draft already appears to be in your language.
• If the editor is empty, you see There is no draft text to translate.
• The button also works in the WhatsApp composer.

Which language aishaa replies to the customer in

While processing a ticket, aishaa recognises the language of the conversation and writes the proposal in that language. If aishaa cannot determine a language, she falls back on the organisation’s language and otherwise on English. The organisation language (Organisation > General, field Language) therefore does not determine which language customers get their reply in; see Language and time zone and How aishaa processes a ticket.

If your organisation translates into your language, you read that proposal in your language and it goes out in the customer’s language when you send. So the customer never sees your language.

Sensitive numbers in translations

Translation runs through the same AI provider as the rest of the processing. If the Redact sensitive identifiers for external AI switch is on in Account > Account settings, section Policy, it also applies to translations: valid BSNs (Dutch citizen service numbers), payment card numbers and IBANs are replaced before the text goes to the AI provider. See Data protection in aishaa.

Good to know

• A translation is stored per message and per target language. Colleagues with the same profile language see the same translation without waiting; for a different language it is translated again.
• A translation you read does not change the ticket. No line for reading a translation appears in the Timeline tab.
• When forwarding a message or replying to an external party, the customer’s original text is always used, even if you are reading a translation at that moment.
• Translation on arrival only applies to new messages, ticket titles and proposals. You translate older messages with the translate icon in the top bar.

Related

• Replying to a ticket
• The ticket screen
• Forwarding a message
• Language and time zone
• My profile
• General organisation settings
• Data protection in aishaa
• Policy: sensitive data and voice transcription
• How aishaa processes a ticket