Manually translating inbound messages in Zoom Contact Center

Account owners and admins can enable manual translation for inbound messages in Zoom Contact Center. This feature lets agents translate individual messages into their preferred language across any messaging channel, offering quick translation assistance. It’s especially helpful for agents and supervisors working with international consumers.

With this feature, agents can communicate effectively with global customers, even when the consumer speaks a different language. This helps organizations provide worldwide support without needing specialized teams for every language.

Note: Agents with the Expert Assist add-on can utilize real-time language translation for more dynamic language support.

Requirements for manual translation

Note: Zoom Contact Center no longer supports devices running on Windows 32‑bit operating systems or 32‑bit browsers. To continue using Zoom Contact Center features, users must upgrade to a 64‑bit operating system and a 64‑bit browser.

Limitations of manual translation

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How to enable manual translation for inbound messages

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. Click the Account tab.
  4. Under General settings, click the Manual Translation toggle to enable or disable the feature.

How to translate individual inbound messages

Once the feature is enabled, agents can manually translate inbound messages as follows:

  1. Sign in to the Zoom desktop app.
  2. Click the Contact Center tab.
  3. Receive a messaging engagement from a consumer.
  4. When an inbound message appears, click the Translate icon next to the message.
    The message will be translated into the agent’s preferred language.
  5. (Optional) Click Show original text to view the consumer's original message.
  6. (Optional) Repeat this process for all incoming messages as needed.