Translation uses AI to automatically translate messages between different languages. Your team can support customers worldwide without needing multilingual staff.
How It Works
Customer sends a message in their language
AI detects the language automatically
Message is translated for staff
Staff replies are translated back for the customer
Example:
Customer (Spanish): “Hola, necesito ayuda con mi cuenta”
Staff sees: “Hello, I need help with my account” [Translated from Spanish]
Staff replies: “Sure, I can help. What’s the issue?”
Customer sees: “Claro, puedo ayudar. ¿Cuál es el problema?”
Getting Started
Enable Translation
Go to AI Features → Translation and toggle it on.
Set Staff Language
Choose the language your staff works in (usually English).
Configure Mode
Choose how translations should work (auto-detect recommended).
Translation Modes Mode Description Best For Auto-Detect Automatically detects and translates any language Most setups Customer to Staff Only translate customer messages When staff are multilingual Staff to Customer Only translate staff messages When customers expect translated replies Bidirectional Translate both ways Full automatic translation
Auto-Detect with Bidirectional is recommended for most teams.
Supported Languages Translation supports 15+ languages including:
Common Asian European English Japanese German Spanish Chinese French Portuguese Korean Italian Hindi Russian Arabic Dutch
Settings Staff Language Set the primary language your team uses:
Messages TO staff are translated to this language
Messages FROM staff are translated to the customer’s detected language
Auto-Detect Threshold Minimum confidence for language detection (0-100%):
80%+ (default) - Only translate when confident about the language60-80% - Translate more often, may occasionally misdetect
Display Mode How translated messages appear:
Mode How It Works Embed Replace Translated text replaces original in an embed Reply Preserve Bot replies with translation, keeps original visible Smart Auto Chooses best display based on message length
Reply Preserve is useful when you want to see the original text alongside the translation.
Translation Delay Seconds to wait before translating:
0 - Immediate translation2-5 - Wait for user to finish typing10+ - For users who send multiple messages
Filters Skip translation for certain content:
Filter Description Default Short Messages Skip very short messages On (10 chars min) Code Blocks Don’t translate code On Commands Don’t translate bot commands On Emoji Only Don’t translate pure emoji messages On Links Only Don’t translate URL-only messages On
Custom Skip Patterns Add custom patterns to skip translation:
Product names that shouldn’t be translated
Technical terms
Abbreviations
Quality Settings Confidence Threshold Minimum confidence for showing translation:
70%+ (default) - Only show confident translationsLower values may show lower-quality translations
Review Threshold When confidence is below this, flag for human review:
Staff sees the translation but with a warning
Useful for catching potential mistranslations
Max Message Length Maximum characters to translate per message:
Very long messages may be split
Default is 4000 characters
Notifications Configure when to notify staff:
Option Description On Translation Notify when a message is translated On Detection Failure Notify when language can’t be detected On Low Confidence Notify when translation confidence is low
How Staff Sees Translations When a customer message is translated, staff sees:
John: Hello, I need help with my account 🌐 Translated from Spanish (95% confidence) Original: "Hola, necesito ayuda con mi cuenta"
Staff can:
See the original text
Know the source language
See translation confidence
Accuracy Tips Context Matters AI translates better with context:
Complete sentences translate better than fragments
Proper grammar helps accuracy
Avoid excessive abbreviations
Technical Terms Some terms shouldn’t be translated:
Product names
Technical jargon
Use the skip patterns feature
Regional Variations AI uses standard language versions:
Spanish = Castilian Spanish (adaptable)
Portuguese = Brazilian Portuguese (most common)
Chinese = Simplified Chinese (default)
Troubleshooting Message Not Translated
Check language - Is it a supported language?Check filters - Is the message being filtered?Check length - Is it too short?Check confidence - Is detection confident enough?
Wrong Language Detected
Check message content - Mixed languages confuse detectionLower threshold - But may cause more errorsLet users specify - Consider a language field in ticket forms
Poor Translation Quality
Check original - Is the original text clear?Check length - Very short phrases may lack contextReport issues - Note problematic translations for review
High Token Usage Translation uses AI tokens. To reduce usage:
Enable filters - Skip short messages, code, etc.Raise threshold - Only translate confident detectionsOne direction - Use “Customer to Staff” if staff are multilingual
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