Stripe Connect Activity 1

For Machine Translation, If the case needed to be transferred to a different queue or escalated to T2, what should be the next course of action?

• Follow normal processes for escalating to the appropriate queue via Macros. If the macro also includes a public reply, you will need to translate it first.

• Follow the normal process for escalating and always send an ack to the user.

• To ensure good user experience, escalate to the appropriate queue, there is no need to send a public reply to the user.

• Escalate to the language specialist button in the top right of the blue banner to escalate the case.

  
  

Answer explanation

Based on my case review, I think the support case needs to be moved to a different queue, or escalated to T2. What should I do?

Follow normal processes for escalating to the appropriate queue via Macros. If the macro also includes a public reply, you will need to translate it first.

https://confluence.corp.stripe.com/display/USERKB/Machine+Translation+-+Merchant+Support+Tooling+Guide

For Machine Translation, The user initially sent an email in Spanish but suddenly replied in English, what should you do?

• Since we already have the Machine Translation tool, we have to continue replying as is

• Translation should be disabled then reply to the user in English. Internal note about why MT was disabled should be included

• Transfer to Language Support Specialist via the RP: Other::Live Channels Language Support since there is already a Spanish conversation previously

• Reply to the user and ask them which language they would prefer in order to move forward to the case

Answer explanation

The user has followed up in English or has requested to communicate in English instead.

You can disable translations via the Details tab. Please leave an internal note explaining why you did this!

Navigate to the Details tab, then flip the Translate incoming and outgoing messages option OFF (from blue to grey). You may need to refresh the page after toggling the translation OFF for this to work. Then proceed with working the case in English as normal.

For Machine Translation, In what scenarios an agent can reject a translation? Please select all that apply:

• If there is any sort of Error message in the translation pop up box

• Translated text is blank

• You can see that a Stripe term has been mistranslated or used incorrectly

• Obviously has a bug (repeated words, letters and so on)

Answer explanation

When do I reject a translation?

1. If there is any sort of Error message in the translation pop up box (like below) 

   • If the translated text is:

   • 1. Blank

     2. Still in English 

     3. Hyperlinks don’t work 

     4. Obviously has a bug (repeated words, letters and so on)

     5. You can see that a Stripe term has been mistranslated or used incorrectly

While chatting with a French user, John noticed that his messages are not being translated to French. If after checking the details tab and machine translation is enabled for the conversation, what’s the most likely cause of the issue?

• John may be hitting the Enter/Return button when sending the response

• Machine Translation is currently turned OFF

• Machine Translation does not currently support French translation

• None of the above

Answer explanation

When the reply is complete and you’re ready to send this to the user, you MUST use the "Translate and Send" button that is located ABOVE the response box!!!

This is very important – pay attention during this step! Only the "Translate and Send" option will allow the text to go through translation processing and send out the translated version of the message back to the user. 

• DO NOT use the "SEND" button below the response box!!

• DO NOT use the "RETURN/ENTER" key on your keyboard!! 

Both of these will send the response as-is in English.

For Machine Translation, You are working on a Swedish case and noticed that the translation isn’t working. What should be your next course of action?

• Use Machine Translation::Other Language::Shift to English to reply to the user and offer to continue in English. Modify the CR as needed

• Use the Escalate to language specialist button in the top right of the blue banner to escalate the case.

• Google translate and proceed to continue assisting the user

• Reach out to #support-machine-translation-pilot-agent-group and include a screenshot or screen capture that demonstrates the issue.

Answer explanation

What if I run into an issue on a Dutch or Swedish case?

If translation isn't working on a Dutch or Swedish case, use Machine Translation::Other Language::Shift to English to reply to the user and offer to continue in English. Modify the CR as needed.

What should you do if you get an MT case and the user wants to receive a call regarding their Stripe Tax concern?

• Transfer the case and use Escalate to language specialist button in the top right of the blue banner to escalate the case.

• Transfer the case using the RP Other::Live Channels Language Support

• Proceed to resolve their issue over email with the macro Request for RAC - offer to resolve over email

• To ensure good user experience, escalate to the appropriate queue, there is no need to send a public reply to the user.

Answer explanation

What should I do if the user requests we call them?

Use the Escalate to language specialist button in the top right of the blue banner to escalate the case. No English-speaking agent is expected to make an outbound call in a different language, regardless of the LoB!

Exception where you should continue via email: 

• If the case is not callable due to account status OR topic, then you are the correct person to handle and triage the case. Please proceed to resolve their issue over email with the macro Request for RAC - offer to resolve over email 

  • Support::Callback Workflows

What should you do if the message is invalid and cannot be translated by the MT (Machine Translation) tool?

• ACK the user then ask for clarification

• Mark the ticket as spam then solve the case

• Escalate to Global Market using the Other::Live Channels Language Support RP based on the country of the account

• Check the subject line to see what issue topic the user selected

Answer explanation

If the user did not provide a valid message (ex: jfdakdfjkda), you'll see an error message indicating that the provided text cannot be translated.

In this case: 

• First, check the subject line to see what issue topic the user selected. – Sometimes, the user's question is provided in the subject line itself and you may be able to work through the case for resolution as normal from there.

• If the question remains unclear / more information is needed, follow workflow to push for clarification/more information with the user. 

For Machine Translation, What should you do if the user is requesting to be called to resolve his payout concerns? When you check, the user is in callable time.

• Proceed to resolve their issue over email with the macro Request for RAC - offer to resolve over email

• Send a translated public reply to the user informing them that we will call, then escalate to a language specialist.

• Escalate to language specialist" button in the top right corner of the blue banner. English-speaking agents should not make outbound calls in foreign languages, regardless of the line of business.

• Send a public reply in English to the user informing them that we will call, then escalate to a language specialist.

Answer explanation

What should I do if the user requests we call them?

Use the Escalate to language specialist button in the top right of the blue banner to escalate the case. No English-speaking agent is expected to make an outbound call in a different language, regardless of the LoB!

Exception where you should continue via email: 

• If the case is not callable due to account status OR topic, then you are the correct person to handle and triage the case. Please proceed to resolve their issue over email with the macro Request for RAC - offer to resolve over email 

  • Support::Callback Workflows

For Machine Translation, What if the user has followed up in English or has requested to communicate in English instead?

• No actions needed, continue supporting in English.

• Continue using MT, select English as language

• You can disable translations via the Details tab. Then, leave an internal note explaining why you did the action.

• None of the given options is correct.

Answer explanation

The user has followed up in English or has requested to communicate in English instead.

You can disable translations via the Details tab. Please leave an internal note explaining why you did this!

Navigate to the Details tab, then flip the Translate incoming and outgoing messages option OFF (from blue to grey). You may need to refresh the page after toggling the translation OFF for this to work. Then proceed with working the case in English as normal.

What is the purpose of the "Machine Translation::Other Language::Shift to English" macro?

• To translate the user's message into English

• To shift the conversation to English for Dutch or Swedish cases

• To escalate the case to a language specialist

• To close the case

Answer explanation

What if I run into an issue on a Dutch or Swedish case?

If translation isn't working on a Dutch or Swedish case, use Machine Translation::Other Language::Shift to English to reply to the user and offer to continue in English. Modify the CR as needed.