AI & AUTOMATION
Agent Auto-Translation
You reply in your language; your customers read it in theirs.
Available on: Web · WhatsApp · Instagram · Messenger · Telegram · Email
Key Capabilities
- Agents handle any language — when a human takes over a chat, incoming customer messages are translated into the agent's preferred language automatically.
- Replies go back translated — the agent types in their own language and the customer receives it in theirs, in real time.
- The original is always there — each message shows what was actually sent alongside the translation, so nothing gets lost.
- No copy-pasting — no flipping out to a separate translator mid-chat; it all happens inside the conversation.
- One agent, many markets — a single English-speaking agent can fully resolve a conversation from a customer writing in another language.
- One switch to enable — turn on Auto-translation for Agent Mode and it applies to the conversations your team handles.
Overview
Your AI already replies to customers in their own language on its own — that's Multilingual Chat. But the moment a conversation moves to a human agent, the language gap comes straight back: now a real person has to understand a message they can't read, and answer in a language they don't speak.
Agent Auto-Translation closes that gap. When an agent handles a conversation, incoming messages are shown to them in their preferred language, and the replies they type are delivered to the customer in the customer's language — both directions, live, with the original always visible. One English-speaking agent can fully resolve a chat from a customer writing in Spanish without either side noticing the gap. It's the agent-side companion to Multilingual Chat: the AI covers automated replies, this covers your team.
How It Works
Turn it on
Enable Auto-translation for Agent Mode in your settings, and set each agent's preferred language.
Agent reads in their language
When an agent takes a chat, incoming customer messages arrive translated into their language — the original kept right beside it.
Agent replies, customer reads theirs
The agent types normally; the customer receives every reply in their own language automatically.
See It In Action
An agent handles a language they don't speak
Why this wins: Your agent reads and types in English while the customer sends and receives in Spanish — both sides see their own language, with no copy-pasting into Google Translate.
Setting It Up
- Go to
Settings → Generaland switch onAuto-translation for Agent Mode. - Each agent opens their profile and sets their
Operating Language Preference. - When an agent takes a conversation, translation runs automatically — incoming messages into the agent's language, replies back into the customer's.
FAQ
How is this different from Multilingual Chat?
Multilingual Chat is about the AI replying to customers in their language on its own. Agent Auto-Translation kicks in when a human agent takes over — it translates incoming messages into the agent's language and their replies back into the customer's.
Can my agents handle languages they don't speak?
Yes. Incoming conversations are translated into each agent's preferred language, and their replies are translated back to the customer automatically — so one agent can cover many markets.
Does the customer just see their own language?
Yes. The customer sends and receives entirely in their language; your agent reads and types in theirs. Inside the dashboard, the agent can see both the translation and the original.
Does this use credits?
Yes — each translation uses message credits. It's only active when Auto-translation for Agent Mode is switched on and an agent is handling the conversation.