Admin Setup Guide for AI Translation on Gorgias

Note: What you’ll need before starting

• Gorgias Admin Access → to authorize the connection between Tolto and your Gorgias instance.
  
  

• List of Agents → who will use Tolto, along with their default (native) language and any additional known languages.
  
  

• Brand Terminology (optional) → product names, brand terms, or industry phrases you’d like to include in your glossary for consistent translations.
  
  
  

Sign Up with Tolto and Create an AI Translation Project for Gorgias

When you sign up on Tolto, you’ll be guided through a quick onboarding journey to set up your first project. Here’s what to expect:

1. Create Your Account
   
   

   • Go to Tolto Sign Up and register using your work email.

   • After signing up, you’ll be redirected to the onboarding journey.
     
     

2. Select Your Tool
   
   

   • In the onboarding flow, choose AI Translation as your product.

   • Next, select Gorgias as your connected platform.
     
     

3. Authorize the Connection
   
   

   • You’ll be redirected to Gorgias’ authorization page.

   • Confirm the requested permissions so Tolto can securely connect and access the resources needed for translation (e.g., messages, tickets, and agent details).

Once authorization is complete, your AI Translation project for Gorgias will be created automatically. From there, you can configure agent access, set default languages, and add glossary terms for brand consistency.

Agent Access & Language Settings

After connecting Tolto with your Gorgias account, the next step is to give your agents access and set up their language preferences.

1. Open Agent Management
   
   

   • In the Tolto dashboard, navigate to your Gorgias AI Translation project.

   • Locate the Agent Management section and click Give Access.

   • You’ll see a list of all your agents.

   • If an agent is missing, click Sync Member to refresh the list.
     
     

2. Set Default (Native) Language
   
   

   • Assign each agent a default/native language.

   • This ensures all conversations are translated into the correct language for that agent.
     
     

3. Add Known Languages
   
   

   • If an agent speaks multiple languages, add them here.

   • Tolto will automatically skip translation when the agent and customer share a known language.
     
     

4. Save & Confirm
   
   

   • Review your agent list and language settings.

   • Click Save to apply changes.
     
     

Properly configuring agent access and languages ensures accurate translations, reduces errors, and keeps conversations smooth for both agents and customers.

Add Context for AI Translation

Accurate AI translation depends on context. In Tolto, you can provide this information directly inside the AI Tab (look for the AI icon) of your AI Translation project. You’ll see a single text box (1000-character limit) where you can add key details to help Tolto understand your unique business environment.

When writing your context, focus on:

• Business Overview → Who you are and what you sell (e.g., “We are a DTC skincare brand focused on eco-friendly products”).
  
  

• Target Audience → Who your customers are (e.g., “Our shoppers are Gen Z and millennials buying online”).
  
  

• Industry & Market Information → Important sector-specific knowledge (e.g., “In ecommerce, ‘returns’ usually refers to product exchanges”).
  
  

• Brand Voice → Tone of communication (e.g., “We use a friendly, supportive tone in customer interactions”).
  
  

Keep your description clear, concise, and brand-focused. The more relevant context you provide, the more accurate and natural your AI translations will be - ensuring they reflect your brand identity and resonate with your customers.

Sample Context Entry

1. Fashion / Ecommerce Retail

We are a DTC fashion brand selling affordable, trendy clothing and accessories. Our customers are Gen Z and millennial online shoppers, primarily interested in seasonal collections and fast shipping. Product names (e.g., “Luna Jacket,” “Skyline Sneakers”) should never be translated. Use a friendly, upbeat, and conversational tone in translations to match our brand voice. In our industry, “returns” typically refers to exchanges or store credits.

2. Electronics / Consumer Goods

We are a consumer electronics brand selling headphones, speakers, and smart home devices. Our customers are tech-savvy professionals and students across North America, Europe, and Asia. Product names and technical terms (e.g., “Bluetooth,” “Noise Cancellation”) must remain unchanged. Translations should be accurate, easy to understand, and slightly technical but approachable. Our brand voice is informative, helpful, and supportive, with an emphasis on product reliability.

Best Practices for Adding Context

✔ Keep it concise: Use short sentences and avoid filler words - you only have 1000 characters.
✔ Start with your business overview: Clearly describe what your company does and what you sell.
✔ Define your audience: Mention who your customers are (e.g., “millennial online shoppers,” “B2B SaaS teams”).
✔ Include industry nuances: Clarify terms that might be misunderstood (e.g., “returns = exchanges or store credits”).
✔ Protect your brand voice: State the tone you want (friendly, professional, casual, etc.).
✔ List glossary hints: Call out product names or technical terms that should not be translated.
✔ Think global: Write context as if explaining your brand to someone who has never heard of it.

Following these tips helps Tolto’s AI deliver translations that are accurate, on-brand, and tailored to your customers.

Adding a Glossary for Consistent Translations

A glossary helps you maintain brand identity and terminology consistency across all customer conversations. Product names, brand terms, and industry-specific words will always appear the way you define them - regardless of language.

1. Create a Glossary

   
   

   • In your Tolto dashboard, open your AI Translation project and go to the Glossary tab.

   • Create a new glossary by entering a glossary name, selecting a source language, and choosing one or more target languages.

   
   

2. Add Terms
   
   

   • Manually enter glossary terms into the table.

   • Each glossary requires one source language and one or more target language columns.

   • Example: Source (English) → Target (Spanish, French, German).
     
     

3. Bulk Upload (Optional)
   
   

   • For larger term lists, you can upload an Excel file with glossary entries.

   • Make sure your file follows the same structure: one column for the source language and additional columns for each target language.
     
     

4. Save & Apply
   
   

   • Review your glossary entries and confirm.

   • If a term (e.g., “Tolto”) should remain the same, include it unchanged in all target language columns.
     
     

By keeping a well-structured glossary, you ensure translations remain consistent, accurate, and aligned with your brand voice across every language you support.

Sample Glossary Layout

Managing Project Settings

Tolto gives you flexible options to customize how AI Translation works in your Gorgias project. Follow these steps to configure your project and translation preferences:

1. Set a Project Title
   
   

   • In the Project Title field, enter a descriptive name (e.g., “Gorgias – Multilingual Support”).

   • Click Save to confirm.
     
     

2. Enable Auto-Translate Conversations
   
   

   • Toggle Auto-Translate Conversations to Enabled.

   • This ensures all multilingual conversations are automatically displayed in the agent’s default language.
     
     

3. Enable Email Subject Translation
   
   

   • Toggle Email Subject Translation to Enabled.

   • Incoming email subject lines will be automatically translated into your team’s default language.
     
     

4. Enable Bot Conversation Translation
   
   

   • Toggle Bot Conversation Translation to Enabled.

   • Messages exchanged with bots will be translated into the agent’s default language, keeping automated interactions consistent.
     
     

5. Ignore Conversations from Specific Email IDs
   
   

   • In the Ignore conversations from these Email IDs field, enter any email addresses you want excluded from translation.

   • Separate multiple addresses with commas and press Enter after each one.

   • Changes are saved automatically.
     
     

By managing these settings, you ensure that Tolto works the way your team needs - giving agents accurate translations while avoiding unnecessary or irrelevant conversations.

Review & Finalize Setup

Before going live, double-check your setup:

• Test a sample ticket/chat in another language.

  
  

• Validate glossary terms to ensure product names and brand terms appear correctly.
  
  

• Confirm agent workflow → agents can use ! in internal notes to translate responses.
  
  

• Refine if needed in the AI Tab (context) or Glossary tab.
  
  
  

You’re all set! Your Gorgias team can now deliver fast, accurate, on-brand multilingual support powered by Tolto AI Translation.