Two-way translation rewrites message text, not the buttons on the bubble. Button language is in Visitor languages. Automatic translation is available from Pro up. Free does not include it.

ConsoleLive chatChat settingsGreeting & translation

What each side reads

With Two-way auto translation on:

• A visitor message in the inbox shows the original plus a translation into the Agent language. Auto uses the agent's browser language.
• An agent's reply is translated into the visitor's language, and the visitor sees only the translation. When Visitor language is Auto, it is detected from the browser and the text. If you pick a language, translation runs only when the agent's language differs, and replies are translated into that language.
• Internal notes are not sent to the visitor and are not auto-translated. Images are not translated.
• When the agent and visitor languages are the same, no translation call is made.

Languages are Simplified Chinese, Traditional Chinese, English, Japanese, Korean, German, French, Spanish, Portuguese, Russian, Arabic, Italian, Thai, Vietnamese, Indonesian, Turkish, Dutch, and Polish.

When it fails

Translation runs while the message is sent, with a budget of about 3 seconds. If it fails, the message still goes out, the inbox says translation failed and the original was sent, and the visitor sees the words the agent typed. If the platform has no AI configured, turning the switch on does not translate.

With automatic translation off, you can still translate a single message from its menu. If that fails, the original stays in place.

Usage

Translation and automatic answers share this month's AI calls. An exact Q&A match does not count. Usage is in Billing & quotas.