Detecting customer language in email support to auto-reply correspondingly

Вадим Тиканов

Hello,

I'm trying to configure email support via JSD automation. In 99% cases users do not have JSD accounts (we know only their email). This is how it's configured now:

1. Customer emails support@ourcompany.com
2. JSD responds with automated reply email (like "thanks for your request please wait...")
3. The request is processed by support staff

The thing is that support@ourcompany.com is being emailed by people talking different languages. English auto-reply doesn't work for everyone.

So I need something like:

1. Customer emails support@ourcompany.com
2. JSD detects email language and responds with corresponding email template (or default template)
3. The request is processed by support staff

Is there a way to configure JSD this way?

Thanks.

 

Meg Holbrook

Hello, thanks for reaching out to the community on this!

The best way I can imagine handling this is to include multilingual verbiage in your welcome email (or supply a link tree of some kind to your user in the response template that would direct them to a page with welcome information in their language). 

The best case scenario is that you could attempt to find a word that your reporters would use in every email and use a third party tool to trigger a region-specific email dependent on what language the chosen word is. 

The likelihood of finding specifics words that every single reporter would use is very unlikely. 

You would have more control over this process if you were using the portal, but it doesn't sound like that's an option for you either. 

Tough situation and an interesting use case! Let me know if you find a great solution.