Translation is an Enterprise feature. Upgrade your plan to access it.
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
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
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).
Translation Modes
Supported Languages
Translation supports 15+ languages including: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 language
- 60-80% - Translate more often, may occasionally misdetect
Display Mode
How translated messages appear: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
Filters
Skip translation for certain content: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 translations
- Lower 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:How Staff Sees Translations
When a customer message is translated, staff sees:- 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 detection
- Lower threshold - But may cause more errors
- Let 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 context
- Report 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 detections
- One direction - Use “Customer to Staff” if staff are multilingual
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