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Translate conversations

Read customer messages in your language and send replies in theirs.

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Agents and customers can each write in their own language.

Read customer messages in your language

When Auto-translate customer messages is on (an admin setting), incoming messages are translated into the agents’ language. A translated comment says Translated from the language, with Show original to see the customer’s words.

You can also choose Translate on any comment yourself.

Reply in the customer’s language

  1. Write your reply in your own language in the composer.
  2. Open Copilot and choose the Translate tab. It shows which language the customer writes in.
  3. Check the Target language and choose Preview translation.
  4. Choose Use translation only, or Use translation + English to send both.
  5. Review the reply and submit.

The translated text is labelled as an AI translation. Review it before sending.

Set it up (admins)

Under Admin Center, Integrations, AI & translation:

  • turn on Auto-translate customer messages and set the Agents’ language;
  • make sure the Translation feature is on, for all groups or the ones you choose.

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