Multi-Language Translation

Enable your customer service agents to view and respond to messages in their preferred language. Messages are automatically translated in real-time, allowing multilingual teams to collaborate seamlessly regardless of the customer's language.

This feature is configured in Settings → Company Languages and Settings → Profile, not in the Automations section. It is listed here because it works alongside other AI-powered features.

Feature Overview

The Multi-Language Translation feature uses AI-powered translation to automatically convert customer messages into each agent's preferred language. A Vietnamese-speaking agent can communicate with English-speaking customers, and both parties see messages in their native language.

Per-Agent Translation

Each agent sees messages translated to their own preferred language, regardless of what language other agents or customers use.

Bidirectional Translation

Both inbound (customer to agent) and outbound (agent to customer) messages are automatically translated for seamless communication.

How It Works

Customer Sends Message

Customer sends a message in their native language (e.g., English). The system automatically detects the language.

Multi-Language Translation

The message is translated to ALL supported languages configured for your company in a single API call, creating a translations map.

Agent Sees Their Language

Each agent's interface displays the translation that matches their preferred language setting. A Vietnamese agent sees Vietnamese, a Thai agent sees Thai.

Prerequisites

Company Admin or Super Admin role (for language configuration)
At least two languages configured in Company Languages settings
Agents have set their preferred language in profile settings
Sufficient token balance for AI translation (tokens are consumed per translation)

Setting Up Multi-Language Translation

Step 1: Configure Company Languages

Navigate to Company Languages Settings

Go to Settings in the main navigation
Click on Company Languages tab
You'll see the current primary language and supported languages list

Set Primary Language

The Primary Language is the default language for your company
All messages are translated to this language for storage and reporting
Agents without a language preference will see messages in this language

Tip: Set the primary language to the most common language among your agents for optimal performance.

Add Supported Languages

Click "Add Language" button
Select languages from the dropdown that your agents speak
Adding a new language triggers background translation of existing chat history
You can add multiple languages (e.g., Vietnamese, Thai, Japanese, English)

When you add a new supported language, the system automatically translates all existing chat messages to the new language in the background. This may take some time depending on your chat history volume.

Step 2: Set Agent Language Preference

Access Profile Settings

Click on your profile avatar in the top navigation
Select "Profile Settings" from the dropdown
Find the "Preferred Language" or "Target Language" setting

Select Your Preferred Language

Select your preferred language from the dropdown
Only languages configured in Company Languages will be available
Your selection takes effect immediately for new messages
Existing chat history will also display in your selected language

Example: If you're a Vietnamese-speaking agent, select "Vietnamese" as your preferred language. All customer messages (regardless of their original language) will be displayed in Vietnamese.

Using Multi-Language Translation

Real-Time Message Translation

When a customer sends a message, it appears translated in the chat window:

Customer sends (Original):

"Hello, I need help with my order"

Vietnamese Agent sees:

"Xin chao, toi can ho tro ve don hang"

The translation happens instantly via WebSocket, so agents see translated messages as soon as they arrive.

Translated Chat History

Existing chat history is pre-translated when languages are configured
Translations are cached for fast retrieval
Each agent sees the same conversation in their own language
New languages trigger background translation of history

Sidebar Message Preview

The latest message preview in the chat list sidebar is also translated to your preferred language, making it easy to scan conversations at a glance.

Common Use Cases

Multilingual Support Team

A company has agents speaking Vietnamese, Thai, and English. Customers can write in any language, and each agent sees messages in their native language.

Regional Teams

Global Customer Base

Serve customers worldwide without language barriers. Japanese customers can write in Japanese, and your Thai support team responds in Thai.

International Business

Conversation Handoff

When transferring a chat to another agent who speaks a different language, they can immediately read the full conversation history in their language.

Team Collaboration

Adding New Languages

When expanding to new markets, add the new language and the system automatically translates all existing chat history for seamless onboarding.

Scalability

Troubleshooting

Messages are not being translated

Verify that the target language is added in Company Languages settings
Check that the agent has set their preferred language in profile settings
Ensure you have sufficient token balance for translation
Refresh the page to sync with the latest language settings
For text messages only — media messages (images, videos) are not translated

Messages showing in wrong language

Check your profile settings to verify the correct preferred language is selected
Clear browser cache and refresh the page
Log out and log back in to refresh your session
If the language was recently added, wait for background translation to complete

Chat history not showing translations

History translation runs in background after adding a new language
Large chat histories may take longer to process
New messages will be translated immediately even if history is processing

High token usage from translation

Each unique message is translated once and cached
Adding more supported languages increases initial translation costs
Multi-language translation uses a single API call for efficiency
Consider the number of supported languages based on actual agent needs

Best Practices

Language Configuration

Only add languages that your agents actually speak
Set the primary language to your most common agent language
Review supported languages periodically as team composition changes
Test translations with a few agents before company-wide rollout

Agent Experience

Encourage agents to set their preferred language immediately
Train agents that customer responses should be in the customer's language
Note that agents can still see original text for context if needed
Consider language skills when assigning agents to specific channels

Ready to Enable Multi-Language Translation?

Start by configuring your company languages and setting up agent preferences for seamless multilingual customer support.

Configure Company Languages Set Agent Language

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