Overview

Copilot Translations lets your agents efficiently resolve issues in any language, regardless of their language skills. Assist customers can expand support to cover new geographies without having to hire for new language skills.

Copilot helps agents by drafting responses, summarizing cases, and wrapping up tickets. The Copilot Translations feature enables agents to use this same functionality with customers who do not speak the agent's default language.

How to enable it

Translations is a feature that can be enabled company-wide. Administrators can turn this feature on from the Copilot settings page.

Configuration options

Default language - Set the default language for the Copilot interface from settings. Currently English and Spanish are available as default languages, with additional languages incorporated as needed.

Default language reply behavior - Choose how to handle the original language version when agents use "Translate and move to editor":

Store it as an internal note only
Include both translated and original versions in the reply editor
Send only the translated version without storing the original

Translation disclaimers - Automatically add disclaimers to inform customers that AI translation is being used. These can be configured separately for chat and email channels to set appropriate expectations about translation accuracy.

Translations glossary

You can also upload a CSV of custom translations from the Knowledge page. When a translations glossary is uploaded, Copilot will reference these custom translations to ensure consistent terminology across languages. This feature helps maintain brand consistency and accuracy for product names, technical terms, and other specific vocabulary that should be translated in a particular way. If you don't see the option to upload a glossary, reach out to your Assembled POC for help.

When and how to use it

When Translations is enabled, Copilot automatically detects when a customer asks a question in a language different from the agent's default language and highlights it in the Copilot window.

When viewing a ticket

For viewing a ticket, we have functionality that will translate existing messages to the agent’s default language using the “Translation” button.

When writing a reply

There are two ways in which Translations can be used for writing a reply:

Translating any message: Clicking on the Assembled logo below the editor opens up the Reply editor powered by Assembled. Here, any message, whether it is hand-written, created through a macro, or copied in from Copilot’s “draft a reply” can be translated to the customer’s language through the “Translate to [customer language]” button.
Translating replies drafted in Copilot: Additionally, it is possible to translate a reply that was drafted in Copilot and move it to the editor by clicking “Translate and move to editor”.

Supported languages

Translations will make best efforts to translate whichever language the customer is using. Translations supports accurate translations in all 80 languages supported by OpenAI.