Live translation provides real-time language translation between customers (end users) and agents. This enables agents to communicate with customers in their preferred language. Live translation is only available for chats with human agents.
Before you can set up live translation, you need to enable the Cloud Translation API, create a service account, grant the cloudtranslate.admin role to the service account, and create a service account key.
Enable the Cloud Translation API
To enable the Cloud Translation API for your Google Cloud project, follow these steps:
Go to the Google Cloud console.
Select your project.
In the navigation menu, go to API & Services > Library.
Search for Cloud Translation API and then click Cloud Translation API.
Click Enable.
Create a service account
To create a service account and grant the cloudtranslate.admin role to the service account, follow these steps:
Go to the Google Cloud console.
Select your project.
In the navigation menu, go to IAM & Admin > Service Accounts.
Click Create service account.
In the Service account name field, enter a name. The Google Cloud console fills in the Service account ID field based on this name.
In the Service account description field, enter a description. For example,
Service account for Cloud Translation API.Click Create and continue.
Grant the roles/cloudtranslate.admin role to the service account.
To grant the role, in the Role box, search for and select Cloud Translation API Admin.
Click Continue.
Click Done to finish creating the service account.
Don't close your browser window. You will use it in the next step.
Create a service account key
To create a service account key, follow these steps:
In the Google Cloud console, click the email address for the service account that you created.
Click Keys.
Click Add key, and then click Create new key.
Click Create. A JSON key file is downloaded to your computer.
Click Close.
Create a translation platform
To use live translation, you need to create a translation platform and turn it on. This includes uploading and validating your service account keys.
To create a translation platform, follow these steps:
In the CCAI Platform portal, click Menu, and then click Settings > Developer Settings.
On the Developer Settings page, go to Translation Platform.
Click Add platform.
In the Name field, enter a name for your translation platform, and then click Add. The Status column displays Invalid.
Click Edit icon to edit your translation platform.
In the Edit Translation Platform dialog, click Upload key.
Navigate to the key that you created in Create a service account key, and then click Open.
Click Save.
In the Translation Platform pane, click Validate Keys. The Status column should display Valid.
In the row for your translation platform, click the toggle to the on position.
You can now turn on live translation globally.
Turn on live translation globally
Before you can turn on live translation globally, you must create a translation platform.
Turning on live translation globally provides the ability to turn on live translation for your queues.
To turn on live translation globally, follow these steps:
In the CCAI Platform portal, click Menu, and then click Settings > Operation Management.
On the Operation Management page, go to Live Translation.
Click the toggle to the on position.
In the Platform field, select a translation platform.
In the Model field, select a model from your translation platform, if available.
In the Glossaries field, select a glossary from your translation platform, if available.
Click Save.
Turn on live translation for a queue
After you turn on live translation globally, you can turn on live translation for a queue.
To turn on live translation for a queue, follow these steps:
In the CCAI Platform portal, click Menu, and then click Settings > Queue.
In the Web pane, click Edit/View.
Click the queue that you want to turn on live translation for.
In the Settings pane, click the Live Translation toggle to the on position.
Manage live translation
You can turn off live translation at the global and queue levels. You can edit existing translation platforms and delete them when you no longer need them.
Turn off live translation globally
You can turn off live translation globally to immediately disable live translation for all queues.
To turn off live translation globally, follow these steps:
In the CCAI Platform portal, click Menu, and then click Settings > Operation Management.
On the Operation Management page, go to Live Translation.
Click the toggle to the Off position.
Edit a translation platform
You can edit an existing translation platform to make changes such as renaming the translation platform or uploading new service account keys.
To edit an existing translation platform, follow these steps:
In the CCAI Platform portal, click Menu, and then click Settings > Developer Settings.
On the Developer Settings page, go to Translation Platform.
Click for the translation platform that you want to edit.
Make your changes to the translation platform.
Click Save.
Delete a translation platform
You can delete translation platforms that you no longer need.
To delete a translation platform, follow these steps:
In the CCAI Platform portal, click Menu, and then click Settings > Developer Settings.
On the Developer Settings page, go to Translation Platform.
Click for the translation platform that you want to delete.
In the Delete translation platform window, click Delete.
Turn off live translation for a queue
To turn off live translation for a queue, follow these steps:
In the CCAI Platform portal, click Menu, and then click Settings > Queue.
In the Web pane, click Edit/View.
Click the queue that you want to turn on live translation for.
In the Settings pane, click the Live Translation toggle to the Off position.
Chat translation storage
Translated messages are stored the chat transcript, either alongside or below the original messages. Messages are limited to 916 characters.