BoldDesk AI Translation for Chat, Tickets & Knowledge Base

BoldDesk’s AI Assist Translation feature enables seamless multilingual communication across the Agent Portal, Customer Portal, and Knowledge Base. Agents can translate incoming customer messages into their preferred language, generate translated replies, and create localized Knowledge Base content—all without relying on third‑party tools or bilingual staffing.
This article explains how translation works in Live Chat, Tickets, and KB Articles, as well as how customers experience localized communication.

Use Cases:

• Extend your support to global markets by efficiently assisting customers in their native languages.
• Eliminate the need for bilingual agents by providing multilingual support.
• Offer ticket/live chat translation for instant communication during live interactions.
• Enable translation of KB articles to other supported languages.

1. Translating Chat Conversations in BoldDesk

BoldDesk Live Chat supports two‑way translation, ensuring clear communication between agents and customers regardless of language.

Translating Customer Chat Messages to Agent language

Agents can translate any incoming customer message directly within the chat interface.
Steps:

1. Open the conversation in Agent Portal → Live Chat.

2. Hover over or select the customer’s message to reveal the message actions.

3. Click the More options (⋮) icon next to the message.

4. From the dropdown menu, select Translate.

5. Choose the target language you want to translate the message into.

6. The translated text appears inline beneath the original message, allowing the agent to read both versions easily.

   
   
   

The original message remains visible in the chat timeline for full context and reference.

Translating Agent Messages to customers language

When replying to customers who prefer a different language, agents can translate their outgoing messages directly from the Live Chat editor. This ensures that responses are clear, localized, and consistent with the customer’s communication preferences.

Steps:

1. Compose your reply in the Live Chat message editor.

2. Click the AI Assist icon located below the editor.

3. From the AI Assist menu, select Translate.

4. Choose the customer’s preferred language from the supported list.

5. The translated text is inserted into the reply editor—review it if needed, then click Send.

   
   
   

2. Translating Ticket Messages

BoldDesk AI Assist provides accurate translation for both customer replies and agent responses within ticket threads.

Translating Customer Ticket Replies for Agents

When working on tickets, agents may receive customer messages written in languages they do not understand. Since translation within tickets is a manual process, agents must copy the customer’s reply and use AI Copilot to translate it into their preferred language. This enables clear understanding without requiring any additional system configuration.

Steps:

1. Open the ticket in Agent Portal → Tickets.
2. Scroll to the Activity or Messages section to view all customer replies.
3. Identify the customer’s message and copy the text you want to translate.
4. Open the AI Copilot panel on the right side of the screen.
5. Paste the copied message into AI Copilot and request it to translate the text into your desired language.
6. The translated version appears immediately in the AI Copilot panel, allowing the agent to read and respond effectively.

Translating Agent Ticket Replies for Customers

When responding to customers in a ticket, agents can translate their written reply into the customer’s preferred language before sending it. This ensures the customer receives a localized, easy-to-understand message directly in the Customer Portal. The translation is handled through AI Assist, making the process simple and efficient.

Steps:

1. Write your public reply in the ticket editor.

2. Click the AI Assist menu located above the editor.

3. From the dropdown list, select Translate.

4. Choose the customer’s preferred language from the available options.

5. Insert the translated text into the reply editor and click Send.

   
   
   

Once sent, the customer will see the fully translated message when viewing the ticket in the Customer Portal, matching the language preference set in their profile.

Translating Knowledge Base (KB) Articles

BoldDesk’s AI tools and multilingual support streamline KB article translation by generating and managing localized content efficiently across languages.
Explore further instructions about Multilanguage Knowledge Base Article.

FAQs

1. Can agents translate customer messages without admin setup?
Yes. If AI Assist is enabled for their role, agents can translate messages directly from chat or ticket interfaces.

2. Are original chat messages preserved when translated?
Yes. BoldDesk preserves the original text while showing the translated version beneath or alongside it.

3. Does AI translation work the same for chat and ticket messages?
Yes. Both Live Chat and Tickets support translation via AI Assist → Translate.

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How to Generate Customer Responses Using BoldDesk AI Copilot