Intento Language Hub for Genesys Cloud
Intento Language Hub for Genesys Cloud translates chat and email conversations inside the Genesys Cloud agent workspace. Customers write in their own language, and support agents read and reply in theirs. The app can also check replies from support agents for offensive and harmful content before they reach the customer.
A single client application delivers chat translation, email translation, and content safety. There is no on-premise component, nothing for support agents to install, and no change to Genesys Cloud conversation routing or the agent workspace layout. Translation runs on Intento Language Hub, which applies your company translation requirements (terminology, tone of voice, formatting) and covers 650+ languages.
Features at a Glance
| Capability | What the support agent sees | What the customer sees |
|---|---|---|
| Chat translation | Real-time translation inside the agent workspace. Customer messages are translated on arrival, replies on send. Support agents can see the original of any customer message, and see and edit a translation before sending it. | Replies in their own language, in their usual chat channel. |
| Email translation | A rich-text editor inside the app with the translated email thread and the draft reply. Replies go out from the app, or from the Genesys Cloud email panel as usual. | A reply in their own language, with signatures, formatting, and threading kept. |
| Content safety | A Check for Profanity button, or an automatic check on send. Flagged segments are highlighted by severity, and the support agent can edit the message or choose Send Anyway. | Nothing. The check runs before the message is sent. |
Who Does What
Genesys Cloud administrators install the app from AppFoundry with the setup wizard, agree the language pairs with Intento, and decide on content safety. See Install and Configure Intento Language Hub for Genesys Cloud.
Support agents open the Intento app next to the conversation. See Translate Chats with Intento Language Hub for Genesys Cloud and Translate Emails with Intento Language Hub for Genesys Cloud.
Administrators with a Moderation Admin role turn the automatic content-safety check on or off for chat and email. See Check Replies for Offensive Content in Genesys Cloud.
Articles in This Section
Install and Configure Intento Language Hub for Genesys Cloud
Translate Emails with Intento Language Hub for Genesys Cloud
Troubleshooting and FAQ: Intento Language Hub for Genesys Cloud
Support and Related Resources
Contact your Customer Success Manager or hello@inten.to.
Intento Language Hub for Genesys Cloud on Genesys AppFoundry
Intento Console, for API keys and account management