The Boostlingo Guide: Connecting with Members in Any Language

Vida provides live language translation capabilities through a service called Boostlingo. If you are on a call with a member who speaks a language other than English or Spanish, use the following process to bring a translator onto the line.

📞 Phase 1: Identify the Language

Before dialing, we need to know exactly which translator to bring in.

1. Ask the member: "What language do you speak best?"

2. Offer options: If the member doesn't respond or is having trouble understanding, gently list our most common supported languages: Somali, Arabic, Karen, Portuguese, Chinese (Mandarin), Vietnamese, Burmese, French, Russian, or Swahili.

    

🤝 Phase 2: The 3-Way Call Process

Once you know the language, it’s time to connect to Boostlingo.

Step 1: Place the Member on Hold During the active call, click the Transfer button. (This safely places the member on hold while you dial the translator).

Step 2: Find the Translator In the Zendesk search bar, start typing "Translator" and choose the requested language from the drop-down.

Quick Reference: Boostlingo Directory All numbers are saved in Zendesk as "Translator - [language]".

 

Step 3: Read the Script When the Boostlingo translator answers, you must use the following script:

"Hello [Translator's Name], this is [Your Name] from Vida Health calling on a recorded line. We are in need of [Language] translation. I'm connecting you to the call with [Member's Name]. Please begin translation once the call is connected."

Step 4: Connect the Call Click Add to call to merge the translator into the conference call. (Note: A private comment will automatically be added to your Zendesk ticket noting that this is a conference call).

Step 5: Wrap Up You, the member, and the translator can now communicate seamlessly. Once the conversation is completely finished, click End for all.

🚨 Troubleshooting & Edge Cases

• What if a translator is not available? Apologize to the member, let them know you will call them back once a translator is secured, and disconnect. Schedule a callback in Zendesk and leave internal notes detailing the specific language needed.

   

• What if the member hangs up during the 3-way call? Attempt to call the member back immediately. If there is no answer, proceed with your standard call wrap-up procedures.