How to Use Lingpad App with Gorgias for AI-powered Translations

Make your global customer-service journey seamless, efficient and effortless with Lingpad App for Gorgias. In this article, you will learn how to use Lingpad App and its extensive features to receive on-demand translation of inbound and outbound customer support tickets.

For a detailed step-by-step guide, scroll down to the section after the video tutorial.

Video Tutorial:

Note: Automatic translation of inbound tickets is disabled by default on Lingpad. 

How to Request AI-powered Translations from the Gorgias Dashboard with Lingpad

Head onto the unassigned tickets. Make sure you assign the ticket to yourself before you start conversing with the customer. If you come across a multilingual ticket and you cannot understand the customer's language, follow these steps:

1. Select 'Internal Note' and type '!LP-AI-ON'. Click 'Send'.

Note: The automatic translation preference will be applied only to the current conversation. 

2. You will receive the AI-powered translation of the inbound ticket.

3. Now that you have read the customer's query in your default language, select 'Internal Note' and type '!' followed by your response. 

4. Click 'Send' to order an AI-powered translation of your outbound message.

5. The translated message will be automatically sent to the customer. 

Tip: Make sure you turn off automatic translation of inbound tickets by selecting 'Internal Note' and typing '!LP-AI-OFF'. Click 'Send'. This will ensure that there are no translations carried out without your discretion. 

When Automatic Translation is Enabled on Lingpad 

Admins can enable automatic AI translation for all tickets by enabling Automatic Translation under Messaging Preferences in Organization Settings. Check out our help center article to learn more.

In this case, you automatically receive translation of all inbound tickets that are in a different language from the assigned customer support rep's default language.

To send a translated message, you only have to select 'Internal Note', type '!' followed by your response and click 'Send'. 

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