Translate incoming and outgoing emails with 100+ languages

Translate incoming and outgoing email tickets in the native languages of your global customers—without incurring the additional overheads.

marts 1, 2022
Cartoon of lady on laptop with messages in two languages

This week, we are announcing our new Microsoft Azure Translator integration, which allows you to translate incoming and outgoing email tickets without incurring additional overheads.

Key benefits of multilingual support

Have you always wanted to serve customers in their native language, but faced challenges finding the right agents fluent in those languages?

First and foremost, the ability to communicate professionally in your customers’ native language builds confidence and trust when they are interacting with you. And, you may begin tapping into a previously underserved—or unservedmarket. 

Below are a few highlights of the Translator feature:

    • Translate text instantly across more than 100 languages, powered by machine translation.
    • Translate both incoming and outgoing emails seamlessly in a single platform.
    • Native FocalScope integration eliminates the need to switch tabs and copy paste work.
    • Access the same technology that Microsoft uses for billions of translations every day.

Rare feature alert: Translate outgoing emails 

While a fairly straightforward process in FocalScope, you will find translating outgoing emails to be a rare feature among customer service and help desk software. Most offer this feature via pricey add-on integrations with other external software, if at all.

Translate incoming and outgoing emails with FocalScope

There are two ways to translate incoming emails: On-Demand and Automatic.

Translating incoming emails on demand
Translating on-demand is a general purpose method, typically used when you are receiving foreign-language emails on an ad-hoc basis.

Upon receiving an email written in a foreign language, start by selecting the built-in Translate command from the menu. Next, select the original source language (“translate from”) and your desired language (“translate to”). If you are unsure about the source language, let the system auto-detect it and you’re good to go.

Auto-translations of incoming emails
If you are receiving foreign-language emails regularly, the auto-translate feature helps save precious time from manually translating them one by one.

Leverage email rules to identify the type of emails you need to translate. For instance, you can designate automatic translations for:

    • Emails sent to one of your country-specific mailboxes (e.g.
    • Emails written in a specific language (e.g. Translate all German emails to English)
    • Emails sent from a certain email account(s)
    • Emails with specific keywords or cues in the email subject or body

Translating outgoing emails
When responding to translated emails, a translation form automatically pops up. Type responses in your native language, click on the Translate button, and the translated text will be inserted directly in your email editor.

Maintaining data security

Data security is a key consideration when using translation tools. With our Translator integration, you can be assured that your data remains yours, as any text input will not be logged during translation. Translator, part of Azure Cognitive Services and backed by Azure infrastructure, is also certified by SOC, FedRAMP, HIPAA, HITRUST, and ISO. 

Click here to learn about our full email ticketing software features, or chat with us to get a live demo.

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