Automatically Translate Live Chats

SmarterTrack > Server Configuration and Management
This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

SmarterTrack can automatically translate live chats using the Microsoft Azure Translation Provider or Google Translate. This allows Agents and customers to communicate effectively, even if they do not speak the same language. Both translation services have their pros and cons, so System Administrators should choose the service that best fits their business needs.

NOTE: Because both Microsoft and Google charge a fee for their translation service, SmarterTrack will track how many characters and requests your server has attempted to translate to aid you in managing your translation subscription costs.

Microsoft's Azure Translation Provider

The Microsoft Translator API is a paid service, but subscribers are allowed to translate a maximum number of characters free of charge. Learn more about the translation service and how to obtain an API key.
 
Follow these steps to automatically translate live chats using Microsoft's Azure Translation API:
  1. Log into the SmarterTrack management interface as a system administrator.
  2. Select Settings from the navigation icon.
  3. Click Connected Services. 
  4. On the Integrations tab, select Azure for the Translation Provider.
  5. Click on Instructions for obtaining a Subscription key. This will open a page that describes the Azure Translation Provider and give instructions on how to obtain your API subscription key. 
    • NOTE: Azure Subscription Keys MUST have the "Region" set to "Global" when the key is created. Locale-specific keys do not work with SmarterTrack.
  6. Input your Subscription Key. 
  7. Click the Save button.
NOTE: There may be a slight delay after the initial setup while Azure configures your service.
 

Google Translate
The Google Translate API is a paid service. Pricing information is available at https://code.google.com/apis/language/translate/v2/pricing.html.

Follow these steps to automatically translate live chats using the Google Translate API:

  1. Log into the SmarterTrack management interface as a system administrator.
  2. Select Settings from the navigation icon.
  3. Click Connected Services. 
  4. On the Integrations tab, select Google for the Translation Provider.
  5. Click the Instructions for obtaining an API Key link. This will open the Google APIs Console in your browser. If you are not logged in to Google, you will be prompted to log in.
  6. If you have not used the Google APIs Console before, you will be prompted to enable access to the console. Click Create Project.
  7. Click the Services tab.
  8. Find the Translate API and change the status to ON.
  9. Accept the Google Translate API Terms of Service.
  10. Click the Billing tab. If your Google account is not set up for Google Checkout, click Enable Billing and complete the required information.
  11. Click the API Access tab.
  12. Copy the API key and return to SmarterTrack.
  13. Paste the key into the API Key field.
  14. Click the Save button.

NOTE: If you have already subscribed for Google Translate or Microsoft's Azure Translation Provider you may be able to skip some steps above. The steps for signing up and/or registering for these services were correct at the time this article was created.

For more information, please refer to the Live Chat Settings page of the SmarterTrack Online Help.

 

Learn more about SmarterTrack’s live chat, self service portal and knowledge base software.

Article ID: 2508, , Modified: 4/17/2024 at 7:45 AM

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