Real-time language translation of messages
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Aug 3, 2020 |
Oct 1, 2020 |
Business value
Customers expect to receive support in their native language. Therefore, businesses need to deliver worldwide support in multiple languages while balancing the effectiveness of service delivery against the cost to deliver support. To staff support centers with agents who cover all languages that customers speak can be challenging to maintain over time. The real-time message translation feature enables agents to support customers in a language they elect to be serviced in.
Feature details
This feature allows for real-time translation of messages between the customer and support agent and among the support agents who consult and collaborate internally, such as supervisors or SMEs.
The real-time translation feature is enabled as a plug-in that exposes APIs to bring in third-party translation services and also provides a native implementation through Azure Cognitive Services.
See also
Real-time translation of conversations for agents and customers (docs)