Google Translate

The Google Translate integration lets agents translate any message in a conversation into their own language with one click.

What it does

Translate messages. Agents can translate a message into their preferred language from the message menu.
Detect the conversation language. When a customer sends their first message, EngageOne detects its language and saves it on the conversation. You can then use the Conversation Language condition in automations, for example to route Spanish chats to a Spanish-speaking team.

Before you start

You need:

The Administrator role in EngageOne.
A Google Cloud project with the Cloud Translation API turned on.
A service account in that project that can use the Translation API, for example with the Cloud Translation API User role, and a JSON key file for it.

To create the key file in Google Cloud:

Open your project in the Google Cloud console and turn on the Cloud Translation API.
Go to IAM & Admin → Service Accounts and create a service account.
Give it a role that can use the Translation API.
Open the service account, go to Keys and add a new JSON key. The file downloads to your computer.

Note: Google charges for Cloud Translation through your Google Cloud billing account. Check Google's pricing before you turn it on.

Connect Google Translate

Go to Settings → Integrations and click Configure on the Google Translate card.
Click Connect.
Enter your Google Cloud Project ID.
In Google Cloud Project Key File, open the JSON key file in a text editor and paste its full contents.
Click Create.

Important: The key file gives access to your Google Cloud project. Keep it private.

Translate a message

Open a conversation.
Right-click the message, or open its menu.
Click Translate.

The translated text replaces the original in the conversation view. Click View original under the message to switch back, and View translated to see the translation again.

Each translation is saved, so the next time anyone translates that message into the same language, it appears straight away.

Which language messages are translated into

EngageOne translates into your Preferred Language from your profile settings. If you haven't set one, it uses the account's Site language from Settings → Account Settings.

To change your preferred language:

Click your avatar at the bottom of the sidebar and click Profile settings.
Under Preferred Language, choose a language.

Disconnect Google Translate

Go to Settings → Integrations → Google Translate.
Click Disconnect and confirm with Yes, Disconnect.

Translations already saved on messages stay visible.