> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ticketcord.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Translation

> Automatically translate messages between customers and staff

Translation uses AI to automatically translate messages between different languages. Your team can support customers worldwide without needing multilingual staff.

<Info>
  Translation is an **Enterprise** feature. [Upgrade your plan](https://ticketcord.net/pricing) to access it.
</Info>

## 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?"

## Getting Started

<Steps>
  <Step title="Enable Translation">
    Go to **AI Features** → **Translation** and toggle it on.
  </Step>

  <Step title="Set Staff Language">
    Choose the language your staff works in (usually English).
  </Step>

  <Step title="Configure Mode">
    Choose how translations should work (auto-detect recommended).
  </Step>
</Steps>

## 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               |

<Tip>
  **Auto-Detect with Bidirectional** is recommended for most teams.
</Tip>

## 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 language
* **60-80%** - 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         |

<Tip>
  **Reply Preserve** is useful when you want to see the original text alongside the translation.
</Tip>

### 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:

| 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 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:

| 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

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?

### 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

### 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

### 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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