Translation

Sendbird Desk supports translation for messages in tickets. This feature allows agents to translate messages into different languages, making it easier to communicate with customers who speak different languages than their own.

Once enabled, agents can translate the following messages:

• Customer messages into the agent's language
• Agent messages into the customer's language

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You can turn this feature on and off under Settings > Desk > AI features > Translation in Sendbird Dashboard.

Note: This feature is powered by Sendbird AI agent. To learn more, contact us.

1. Go to Settings > Desk > AI features > Translation in Sendbird Dashboard.

2. Toggle on the Translation switch.

3. Configure the following settings:

• Enable translation preview: When enabled, agents can see both the original and translated messages in the ticket view. If disabled, only the translated message is shown.
• Update customer language: Choose who can update the language preference for customers. You can select either All agents and admins, Admins only, or No one.
• Agent access: Choose who can use the translation feature among agents. You can select either All agents or Selected agents.

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4. Once enabled, agents can start translating messages in tickets. Using the translation option in the message input area, agents can choose a language to translate their messages into and even preview the translation before sending it.

To use the translation feature effectively, both agents and customers need to have their language preferences set. The AI translation engine uses these preferences to determine the target language for translations.

• Agents

When the Translation feature is enabled and agents have the proper access, each agent can select up to five preferred languages in their profile.

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• Customers

Agent messages will be translated into the customer’s preferred language. A customer’s preferred language can be set through:

• Sendbird Dashboard
• Platform API. Refer to the Platform API documentation for more details.
• Sendbird Desk SDK. Refer to our SDK documentation for more details.
  • Android
  • iOS
  • JavaScript

Note: Updating a customer’s language in Sendbird Dashboard is permitted only for agents with the required permissions as defined in the feature settings. See the How to enable section above.

Depending on the language preferences of both the agent and customer involved in a ticket, the translation feature behaves as follows:

• If the agent and customer have different language preferences, AI translation is applied.
• If the customer's language preference matches one of the agent's, no translation is applied.

You can also set who can update these settings under Settings > Desk > AI features > Translation in Sendbird Dashboard. Depending on this configuration, only the agents with the appropriate permissions can update the Language preference for customers.

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The following list shows the language codes supported by Sendbird Desk at this moment.

AVAILABLE_TRANSLATION_LANGUAGE_SET = (
    "ar",     # Arabic
    "az",     # Azerbaijani
    "cs",     # Czech
    "da",     # Danish
    "de",     # German
    "el",     # Greek
    "en",     # English
    "es",     # Spanish
    "fi",     # Finnish
    "fil",    # Filipino
    "fr",     # French
    "he",     # Hebrew
    "hi",     # Hindi
    "hr",     # Croatian
    "hu",     # Hungarian
    "id",     # Indonesian
    "it",     # Italian
    "ja",     # Japanese
    "ko",     # Korean
    "ms",     # Malay
    "nb",     # Norwegian Bokmål
    "nl",     # Dutch
    "pl",     # Polish
    "pt",     # Portuguese
    "ro",     # Romanian
    "ru",     # Russian
    "sv",     # Swedish
    "th",     # Thai
    "tr",     # Turkish
    "uk",     # Ukrainian
    "vi",     # Vietnamese
    "zh-cn",  # Chinese (Simplified)
    "zh-tw",  # Chinese (Traditional)
)

When the Enable translation preview setting is turned on, agents can see both the original and translated messages in the message input area. This allows agents to verify the accuracy of translations before responding to customers.

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Note: Agents can't directly edit the translated message in the preview. To modify the message, agents need to edit the original message and then generate a new translation.

For readability and clarity, the visibility of original and translated messages differs between agents and customers:

• Agents: can see both original and translated messages for customer messages, as well as their own messages.
• Customers: can only see the translated messages sent by agents.

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