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Translation uses AI to automatically translate messages between different languages. Your team can support customers worldwide without needing multilingual staff.
Translation is a Pro feature. Upgrade your plan to access it.

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How It Works

  1. Customer sends a message in their language
  2. AI detects the language automatically
  3. Message is translated for staff
  4. 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?”

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Getting Started

1

Enable Translation

Go to AI Features → Translation and toggle it on.
2

Set Staff Language

Choose the language your staff works in (usually English).
3

Configure Mode

Choose how translations should work (auto-detect recommended).

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Translation Modes

ModeDescriptionBest For
Auto-DetectAutomatically detects and translates any languageMost setups
Customer to StaffOnly translate customer messagesWhen staff are multilingual
Staff to CustomerOnly translate staff messagesWhen customers expect translated replies
BidirectionalTranslate both waysFull automatic translation
Auto-Detect with Bidirectional is recommended for most teams.

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Supported Languages

Translation supports 15+ languages including:
CommonAsianEuropean
EnglishJapaneseGerman
SpanishChineseFrench
PortugueseKoreanItalian
HindiRussian
ArabicDutch

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Settings

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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

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Auto-Detect Threshold

Minimum confidence for language detection (0-100%):
  • 80%+ (default) - Only translate when confident about the language
  • 60-80% - Translate more often, may occasionally misdetect

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Display Mode

How translated messages appear:
ModeHow It Works
Embed ReplaceTranslated text replaces original in an embed
Reply PreserveBot replies with translation, keeps original visible
Smart AutoChooses best display based on message length
Reply Preserve is useful when you want to see the original text alongside the translation.

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Translation Delay

Seconds to wait before translating:
  • 0 - Immediate translation
  • 2-5 - Wait for user to finish typing
  • 10+ - For users who send multiple messages

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Filters

Skip translation for certain content:
FilterDescriptionDefault
Short MessagesSkip very short messagesOn (10 chars min)
Code BlocksDon’t translate codeOn
CommandsDon’t translate bot commandsOn
Emoji OnlyDon’t translate pure emoji messagesOn
Links OnlyDon’t translate URL-only messagesOn

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Custom Skip Patterns

Add custom patterns to skip translation:
  • Product names that shouldn’t be translated
  • Technical terms
  • Abbreviations

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Quality Settings

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Confidence Threshold

Minimum confidence for showing translation:
  • 70%+ (default) - Only show confident translations
  • Lower values may show lower-quality translations

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Review Threshold

When confidence is below this, flag for human review:
  • Staff sees the translation but with a warning
  • Useful for catching potential mistranslations

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Max Message Length

Maximum characters to translate per message:
  • Very long messages may be split
  • Default is 4000 characters

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Notifications

Configure when to notify staff:
OptionDescription
On TranslationNotify when a message is translated
On Detection FailureNotify when language can’t be detected
On Low ConfidenceNotify when translation confidence is low

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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

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Accuracy Tips

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Context Matters

AI translates better with context:
  • Complete sentences translate better than fragments
  • Proper grammar helps accuracy
  • Avoid excessive abbreviations

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Technical Terms

Some terms shouldn’t be translated:
  • Product names
  • Technical jargon
  • Use the skip patterns feature

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Regional Variations

AI uses standard language versions:
  • Spanish = Castilian Spanish (adaptable)
  • Portuguese = Brazilian Portuguese (most common)
  • Chinese = Simplified Chinese (default)

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Troubleshooting

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Message Not Translated

  1. Check language - Is it a supported language?
  2. Check filters - Is the message being filtered?
  3. Check length - Is it too short?
  4. Check confidence - Is detection confident enough?

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Wrong Language Detected

  1. Check message content - Mixed languages confuse detection
  2. Lower threshold - But may cause more errors
  3. Let users specify - Consider a language field in ticket forms

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Poor Translation Quality

  1. Check original - Is the original text clear?
  2. Check length - Very short phrases may lack context
  3. Report issues - Note problematic translations for review

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High Token Usage

Translation uses AI tokens. To reduce usage:
  1. Enable filters - Skip short messages, code, etc.
  2. Raise threshold - Only translate confident detections
  3. One direction - Use “Customer to Staff” if staff are multilingual

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