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TUTORIALS

Add TranslateWise chat to your website and start chatting with customers

Register an account

  1. Open the link and create a user: https://chat.translatewise.com/register (initial registration shall be done by the e-shop customer support team manager, who will manage the rights of the team in the future, if you plan to respond to customers with your teammates)

  2. Fill in a few required fields required to get started.

Add a chat to the website

  1. Go to Site Settings> here you can get a pixel. Send it to your webmaster or add it to your webpage (copy-paste into the <head> tag).

  2. Instructions for adding a chat in different environments can be found by clicking on the website platform icons under 'How to setup'.
     

Once the chat script is added, TW Chat will be visible on your website and visitors can write their questions via chat.

If you get in trouble, don't worry, email us support@translatewise.com or call +372 5141301 and we'll help you.

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Personalize your chat

Choose a color tone:

Chat Settings> Chat theme color

Add logo:

Chat Settings> Chat logo

Additional options:

Choose whether the chat icon fits to

the right or left of your website.

Choose whether to ask the customer

to start a chat with their email.

Set the times when you can serve customers

Service times and days of the week are visible to visitors to your website when they click on the chat icon.

They can be changed at any time, and changes will appear in the chat in about 1 minute.

Add days and times of the week here:
Chat Settings > Operating Hours

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Need the contact form? 

The contact form is a good way for customers to contact you.

For example, this can be helpful if a customer wants to communicate with you outside of business hours by sending you an email directly through the form.

To set up, select Chat settings > Activate 'Contact form' > add the e-mail address where you want to receive customer e-mails.

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Have a team? We have the tools.

Add team members and assign conversations

To add or delete team members, go to Settings > Site members

The rights of team members can be managed by the person who created the primary account or has admin rights.

  • Click the 'Add new' button

  • Add an e-mail and set permissions

Your team member will receive an email with an access link

From now on, all team members can assing conversations to each other.

To do this, there is an 'Assigned to' button in the chat view, which opens the list of service providers.

 

You can forward / take over the conversation at any time during the conversation, but not after the conversation has ended (if 'End Conversation' has already been pressed)

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Personal settings

In order for TranslateWise chat to translate conversations in real-time, it would be nice if you enter 1-4 languages in which you want to reply.

From now on, this selection will be saved and you will not need to select a language for each new conversation.

Translation will be applied only when your language skills do not match with your website visitor language preference.

Under Personal settings you can also choose to be notified by email about new chats and pending chats.

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Answering in chat

 

  1. Select your language to reply, this option will be saved

  2. Type the answer and press either the 'Enter' key or the Send icon

When the conversation is over, click "End Conversation" and the conversation will be archived

History of conversations

 

Each conversation will be archived when 'End Conversation' is pressed.

If the same customer makes a new request, for example, a day, a week or a year later, the history is beautifully visible.

You can add a "Notes" comment (on the right) to each conversation, it is automatically saved and visible to your team members

 

Social media integration with TranslateWise Chat

 

All Facebook Messenger and Instagram chats can be routed to the TranslateWise chat admin environment and conveniently answered from one place, using real-time translation if needed.

  1. Go to Settings > Site Settings > Link Facebook Messenger.

  2. NB! Only a team member with admin rights can connect Messenger Chat to TranslateWise account.

  3. Select the page to which you want to connect the TW chat and confirm the necessary settings.

  4. Once connected, you can reply to Facebook Messenger chats directly from TranslateWise chat. The customer sees the answers in FB Messenger.

  5. Chats between your website and FB Messenger can be distinguished in the chat list by the FB Messenger icon.

Need more help?


TranslateWise OÜ
Laeva 2, Tallinn 10151
ESTONIA

support@translatewise.com 

We reply fast from Monday to Friday  9am-5pm (Tallinn time). We try to react fast in the evenings and on the weekends too.

2021 ©TranslateWise LLC  |  Laeva 2, Tallinn, ESTONIA |  info@translatewise.com