I’ve reviewed your exchange with our support team and the live chat. Unfortunately, there’s no way to retrieve the original message that the AI system rewrote.
The AI tool’s purpose is to summarize incoming messages so that our support team can respond more efficiently with all key details.
That said, your feedback is completely valid, and we’ll take it into consideration as we continue improving how the system handles messages.
For now, would you be willing to give this another try here in this thread with me? I’ll make sure your message isn’t overwritten this time. If you’d rather not retype everything, we can also use Loom — you can record your screen and explain the issue, so I can better understand what’s happening and assist you faster.
From what I gathered in your ticket title, it seems your gallery isn’t displaying in English...is this referring to the artist gallery on your homepage?
Hi there Bobby, this is Florence. I've had some time to cool off after a very frustrating experience with your AI.
I understand the benefit of having an AI summarise queries, but apparently it also throws out the original message. The form makes it seem like you're submitting information, so that is unexpected. And since the summary happens on a different page, you can't read back your original message to make sure the AI didn't miss anything. Basically you're asking customers to put in the time and effort to write their queries twice, and the first one will be discarded.
In my case the AI missed a bunch of details I purposely added, because having dealt with WPML support regarding similar issues before (and knowing how long it can take to back and forth with countless messages while a live site is having problems) I knew adding those details would speed up the process. But after all of that work detailing the issues, to find out it's just discarded... Needless to say.. not the best UX...
Having said that.. I'll go over the issues again.
Background:
Base language is Dutch. I only have 1 translation, English, which is running on a separate domain. The domains are hidden link and hidden link
My theme is Avada. I make heavy use of ACF Pro which is included with Avada. I chose WPML as my translation plugin because it was marketed to be compatible with Avada. We've given it a few years now, but if I'm honest, WPML has never worked without issues..
On top of that constant changes in the Translator UI confuse my translators who are often not tech savvy. Then there are constant bugs my translators run into, which I then have to fix with a workaround, resulting in a lot of wasted time.
The issues:
- Gallery
The first one is pertaining to a gallery on artist pages. I've had this issue before and I remember that after a lot of digging WPML experts found it had something to do with the database. I have no idea what caused this, since I never changed the database. This issue now seems to be back on my live site and I am not sure what caused it or how long it has been this way.
On the Dutch site the gallery works: hidden link But not on the English version: hidden link
Concert pages once also had galleries but after repeated issues with the translations I gave up on them. I would like it if galleries would just work once and for all anywhere I choose to use them...
- Spontaneous gear icon
Untouched posts strangely and spontaneously get a gear icon, indicating translation is needed. But when the translation manager is opened, it all is set to 100%. So I then have to go through all the posts on the site to open and close the translation manager for each post, because it confuses my translators if they see wrong icons.
- Spontaneously lost segments
Sometimes post with those spontaneous gear icons do miss segments that were previously translated. This often happens to older posts in our catalogue, posts that haven't been touched in a while, and often it's whole batches of posts that are affected. It's a lot of busy work getting it all straightened out..
- Buggy tags inside translation manager
Inside the translation manager the tag/link editor is often buggy. My translators experience this as very frustrating, because when they try to add mark text and it doesn't take, the text reverts back to the Dutch. So then their translation is gone and they have to do the work again. It often results in them asking me to copy/paste their translations from a document, which is super prone to human error. I'll have to refresh the page a couple times before the tags manager works.
- Buggy join segments tool
The join segments tool is also buggy. Sometimes it works, sometimes it doesn't. You'll click it and nothing happens. Other times it works as it should. It's hard to explain to translators that aren't tech savvy how WPML works when it isn't consistent and it ends up with them coming to me in frustration and me having to copy/paste for them.
- Translations don't "take"
Sometimes completed translations don't "take", meaning they don't show up on the frontend. I'll have no idea why that happens. It seems like the post is switched to" WordPress editor mode" for translations, but we only ever use the Advanced Translation Manager.
Again, this results in translators coming to me for help. The only thing that works is completely deleting the translated post itself, and then using the translation manager to add it back.
As our website increases in size (and we're also looking to add more languages) all of these bugs combined are increasingly causing frustration for my translators and extra work for me... It's time I'd rather spend in more constructive work..
I would appreciate it if someone could help me with the gallery first, since that is really an issue on a live website. I tried to set up a staging copy to work on, but that doesn't work either because this message "WPML heeft een wijziging in de URL van je site gedetecteerd" keeps popping up (even after indicating it's a staging copy) and I can't access the WPML settings.
This one is a tough call as we would need to be able to reproduce the issue. Are there any steps we could follow that would cause this to be reproduced? Hi there,
I understand your frustration, and I’ve opened an internal ticket so our team can review and optimize the AI to help prevent similar issues in the future.
Gallery issue:
I can see this on my end as well.
Spontaneous gear icon:
This one’s tricky since we need to reproduce it. Are there any steps that consistently trigger it?
Hi Bobby, thank you for your reply. To keep things organized I've numbered the issues I've experienced. I'll reply to your message first. I'll add another message with log in credentials and details for the gallery issue.
1. Gallery issue
Details in the next message
2. Spontaneous gear icon:
As far as I know there are no steps to trigger it. It usually happens after I (or anyone else) haven't been in the dashboard for a wile (a few weeks maybe). It usually affects all posts from a post type. All different kinds of post types may be affected. It does not seem to be related to ACF, since it also happens to posts that don't utilize ACF. I cannot think of another common denominator..
3. Translations don't "take" (fix: delete the translated post, even though translation manager was used)
It also seems to happen randomly. I'll notice it when I go through the posts with the "spontaneous gear icon" issue.
4. Buggy join segments tool
The provided documentation does not address my issue: Sometimes it works, sometimes it doesn't. You'll click it and nothing happens. Other times it works as it should.
4. Spontaneously lost segments
Not addressed yet
5. Buggy tags inside translation manager
Not addressed yet
I'd also like to add 2 other issues that were in my original deleted query, but forgot to add here:
6. Missing links on artist post card hidden link
The artist photo is supposed to link to the artist page. This works correctly in Dutch (default), but not in English.
7. On artist pages the Biography column is set to be equal height to its neighbor, which works correctly in Dutch (default) but not in English hidden link
It happened again on the live. All the posts changed "update translation". I've had to go through all of them again to fix it. They were fine when I logged off last night. I also noticed a new issue on the live. I received a biography update from this artist hidden link which I added just now. And now this code *]:pointer-events-auto scroll-mt-[calc(var(–header-height)+min(200px,max(70px,20svh)))]” dir=”auto” tabindex=”-1″ data-turn-id=”request-68f63133-e538-8332-8ef0-6ae91f9207e1-1″ data-testid=”conversation-turn-10″ data-scroll-anchor=”true” data-turn=”assistant”> is in her bio. This is not happening to other bios on other artist pages.
I didn't check if there were changes to the frontend. I'll make sure to check that next time. And no, no one else was on the website.. It happened overnight. I went through all cron jobs, to see if that was triggering something, but nothing out of the ordinary there either.
Could you please help me with the gallery and code in the biography here hidden link? I don't want the artist to see her page like this.
Were you able to log into the staging copy? I did have to make some updates to the live in the mean time, so if you haven't been on there yet I can make another one.
On the staging site I have adjusted the Language URL format to use "parameters" in order for it to work OK.
On this page the issue is reproduced hidden link
Reviewing your ACF I could see it was set up OK, and eventually I did see the issue. I can see that our team has already provided a custom workaround previously for this issue.
Adding this code to your theme's functions.php resolves the issue.
// WPML Workaround for compsupp-7640
function wpml_compsupp7640_filter_fusion_gallery_image_shortcode($out, $pairs, $atts) {
if (isset($atts['image_id']) && $atts['image_id'] == 0 && !empty($atts['image'])) {
$atts['image_id'] = '';
}
// Re-build the shortcode output with the modified attributes
$out = shortcode_atts($pairs, $atts);
return $out;
}
add_filter('shortcode_atts_fusion_gallery_image', 'wpml_compsupp7640_filter_fusion_gallery_image_shortcode', 10, 3);
Okay so the snippet worked for the gallery. Thanks you.
Will that snippet also work for galleries elsewhere? I am planning to reinstate galleries on concert pages (which I removed due to this same issue).
As for the broken string, I found this (see screenshot). I tried copying the string, but it's still broken. I am confused why this only happens to Zlata's artist page and not the others...
Then the translations for concerts also reset again... (see screenshot)
I would also like to understand why the links on the artist photos on this page hidden link don't work in English.
