Overview
3Dsellers' multilingual customer support features enable you to communicate effectively with customers worldwide by translating incoming messages and sending replies in your customers' preferred languages. Whether you're handling inquiries from international buyers or managing a global customer base, these translation tools help break down language barriers and ensure clear, professional communication. By configuring your translation language preferences and utilizing the built-in translation features, you can provide exceptional support to customers regardless of their native language.
Configuring Your Translation Language
Before using translation features, configure your preferred translation language in your profile settings:
Log in to your 3Dsellers account
Click on Settings from the main menu (or from the bottom of the left sidebar)
In the Settings sidebar, click on Profile (it should be highlighted in blue when selected)
Scroll down to the Details section
Locate the Translation Language dropdown field (it has a small info icon next to it)
Click the dropdown and select your preferred translation language (e.g., English, French, Spanish, German, etc.)
Click Save Changes at the bottom of the Details section
Your selected translation language will be used as the default target language when translating messages. You can change this setting at any time to match your current support needs.
Translating Incoming Messages
When customers send messages in languages other than your default language, you can quickly translate them to understand the content:
Method 1: Using the Translate Button
Navigate to Helpdesk from the main menu
Open a conversation or ticket that contains a message in a foreign language
Locate the message you want to translate
Click the Translate button (or Az Translate button) that appears below or next to the message
The message will be automatically translated to your configured translation language
The translated text will appear, allowing you to read and understand the customer's inquiry
Method 2: Using the Language Dropdown
In a conversation, locate a message that shows an Origin label with a language code (e.g., "Origin fr" for French, "Origin en" for English)
Click on the language dropdown next to the "Origin" label
A list of available languages will appear (English, French, Spanish, German, Italian, etc.)
Select your preferred language from the dropdown
The message will be translated to the selected language
Note: The "Origin" label indicates the original language of the message. You can translate it to any available language using the dropdown menu.
Sending Messages in Customer's Language
To provide the best customer experience, you can send replies in your customer's native language using AI-assisted translation:
Using Reply with AI
Open the conversation where you want to reply
Review the customer's message (translate it if needed using the methods above)
Click the Reply with AI button below the customer's message
The AI will help you compose a response
After composing your reply, the system can automatically translate it to match the customer's language
Review the translated reply before sending
Click Reply to send the message
Manual Translation Before Sending
Use 3Dsellers translation button in the compose box:
Type message in compose box
Click on the translate button and choose output language.
Click Reply to send
The system will send the message in the desired language.
Best Practice: Always review AI-translated messages before sending to ensure they accurately convey your intended meaning and maintain a professional tone.
Managing Multilingual Customer Support
Effectively managing support across multiple languages requires a strategic approach:
1. Set Up Your Translation Preferences
Configure your default translation language in Profile settings to match your primary support language or the most common language you use for customer communication.
2. Identify Message Languages Quickly
Look for the Origin label on messages to quickly identify the customer's language. This helps you:
Prioritize which conversations need translation
Assign conversations to team members who speak that language
Prepare appropriate responses in the customer's language
3. Use AI-Assisted Replies
Leverage the Reply with AI feature to:
Generate contextually appropriate responses
Ensure proper grammar and tone in the customer's language
Save time on manual translation
Maintain consistency across multilingual communications
4. Create Saved Replies in Multiple Languages
Build a library of saved replies for common inquiries in different languages:
Type # in the reply field to access saved replies
Create saved replies for frequently asked questions in each language you support
Update saved replies regularly to reflect current policies and information
5. Monitor Translation Quality
Regularly review translated messages to ensure accuracy:
Check that translations maintain the original meaning
Verify that technical terms are correctly translated
Ensure cultural appropriateness in translated responses
Provide feedback or corrections when translations need improvement
Understanding Language Indicators
The Helpdesk interface provides visual indicators to help you identify message languages:
Origin Label
Purpose: Shows the original language of the message
Location: Appears next to or below messages in conversations
Format: "Origin [language code]" (e.g., "Origin fr" for French, "Origin en" for English)
Action: Click the dropdown to translate the message to another language
Language Dropdown
Purpose: Allows you to select a target language for translation
Available Languages: Includes major languages like English, French, Spanish, German, Italian, Russian, Chinese, Japanese, and many others
Usage: Select your preferred language to view the message in that language
Best Practices for Multilingual Support
Set your default translation language: Configure your Translation Language in Profile settings to match your primary support language
Always verify translations: Review AI-translated messages before sending to ensure accuracy and appropriateness
Use consistent terminology: Maintain consistent translations for technical terms, product names, and common phrases
Respond in customer's language: Whenever possible, reply in the same language the customer used to send their message
Keep it simple: Use clear, simple language in your original messages to improve translation quality
Train your team: Ensure all support team members understand how to use translation features effectively
Create language-specific saved replies: Build a library of common responses in multiple languages for faster support
Monitor response quality: Regularly review multilingual conversations to ensure translations are accurate and helpful
Update settings as needed: Adjust your Translation Language preference based on your current support volume and language distribution
Troubleshooting
Why isn't the translation button appearing on messages?
If you don't see the Translate button:
Ensure you're viewing the conversation in the Helpdesk section
Check that the message is in a language different from your system language
Refresh the page and try again
How do I change my translation language preference?
To update your translation language:
Go to Settings > Profile
Locate the Translation Language dropdown in the Details section
Select your new preferred language
Click Save Changes
Your new preference will apply to future translations
Can I translate messages to multiple languages?
Yes, you can translate any message to any available language using the language dropdown next to the "Origin" label. Simply select a different language from the dropdown to view the message in that language.
Are translations accurate for technical terms?
AI translations generally handle technical terms well, but you should always review translations before sending, especially for:
Product-specific terminology
Technical support instructions
Legal or policy-related content
Industry-specific jargon
When in doubt, have a native speaker review critical translations.
Can I disable translation features?
Translation features are built into the Helpdesk interface. While you cannot disable them entirely, you can choose not to use them by simply not clicking the Translate button or language dropdown. Your messages will display in their original language.
What if a translation seems incorrect?
If you notice an incorrect translation:
Try translating to a different language and back to see if it improves
Use the Reply with AI feature to generate a new response
Manually compose your reply in the customer's language if you're fluent
Ask a team member who speaks the language to review the conversation
Consider using the Custom Prompt feature to refine your message
How do I know what language a customer is using?
Look for the Origin label on the customer's message. This indicates the original language. Common language codes include:
en: English
fr: French
es: Spanish
de: German
it: Italian
ru: Russian
zh: Chinese
ja: Japanese
etc.
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