Lingpad App for Zendesk Agent Workspace: How-to Guide

How to use Lingpad App for Zendesk Agent Workspace

Translating message conversations

When using Lingpad in AWS, managing a conversation is quite different from using Lingpad App for Zendesk Support. 

  1. Set status as online. 
    Set status as Online

  2. Provided that at least one chat request is in the queue, the agent will be able to see the accept button. The agent must click the accept button in order to start the conversation. 
    Customer query in queue

  3. Once the customer's message (i.e., inbound message) is received, Lingpad will run language identification, and provided that the language is supported by our system and not spoken by the agent, an automatic AI-powered translation will be posted under the inbound message as a new internal note. 
    Inbound ticket - Automatically translated to agent's default language

  4. Note: Zendesk AWS does not support human translation of chat or messages. 
    With Lingpad, you can utilize the tone selection feature to adjust the tone of voice for your translation by choosing one of the following options: formal tone, informal tone, and default. Learn more here

  5. When you start typing your reply within the text box, only then will the Lingpad icon appear at the bottom. 
    Lingpad icon

  6. Click the Lingpad icon when you are ready to respond to the customer. 
    Translate agent's reply to inbound ticket's language
     
  7. The AI-powered translation of the agent's response in the customer's language is sent to the customer. 
  8. Note: The customer receives the translated message, which makes them feel they are talking to a native speaker. The agent will be able to see the translated and original versions of inbound as well as outbound messages. 
  9. The original outbound message will appear as an internal note under the automatically-translated outbound message. 
Note: In order to successfully send the translated message to the customer, the agent needs to be online and have the chat open at all times. If these conditions are not met, the message will be translated but not delivered to the customer. 
Note: Agents can work on multiple chats simultaneously. However, you just need to ensure that your outbound message is translated and sent to the customer before you switch chat tabs. 

Translating Customer Queries In Chat Mode

If you haven't enabled messaging in Zendesk Agent Workspace, all customer queries you receive will be in chat mode. Working with Lingpad in chat mode works exactly like in messaging. 
Zendesk Agent Workspace - Chat mode


Translating Support Tickets with Lingpad

To learn more about Support Ticket translation, visit our knowledge base.

    • Related Articles

    • How Lingpad App will work for AI-powered Translations

      Lingpad App for Zendesk is equipped with extensive features to make your customer-service journey seamless, efficient and effortless. In this article, you will learn how to use Lingpad App in the instance when AI-powered Translation is set as the ...
    • Agent Permission

      Agent Permission For detailed written explanation, scroll down to the section after the video tutorial. Head to your project on Lingpad and select ‘Agent Permission’ from the sidebar. Agent Permission Tab in the Project Sidebar Every Agent and their ...
    • Integrate Lingpad with Zendesk

      On Lingpad For a detailed step-by-step guide, scroll down to the section after the video tutorial. Video Tutorial 1. Create an account on Lingpad or Log In if you already have one. 2. View/add new Space --> View/add new Project. 3. Select Integration ...
    • Project Understanding on Lingpad

      Lingpad App for Zendesk is equipped with extensive features to make your customer-service journey seamless, efficient and effortless. In this article, you will learn about your Zendesk Support project settings. For a detailed step-by-step guide, ...
    • How Lingpad App will work for AI-powered Translations

      Lingpad App for Zendesk is equipped with extensive features to make your customer-service journey seamless, efficient and effortless. In this article, you will learn how to use Lingpad App in the instance when AI-powered Translation is set as the ...