Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Agent |
AI translation lets an agent and a customer write in different languages, translating both directions inside the ticket.
What it does
The customer's message is shown to the agent in the agent's language, and the agent's reply is translated into the customer's before it is sent. Both the original and the translation are kept on the ticket.
That last point matters. Nothing is replaced, so a colleague who reads the language can check what was said.
It is not only live chat. Outgoing messages are translated on every asynchronous ticket channel, so email, the web form and the API are all covered.
Where it genuinely helps
- The occasional message in a language nobody on shift reads. Previously that waited for the one person who does.
- A market too small to staff. Serving a handful of customers in a language rather than turning them away.
- Out of hours, when your multilingual colleagues are not working.
Where it does not
Machine translation is fluent and confident, including when it is wrong. Two situations deserve care.
- Anything with legal or financial weight. A translated commitment is still a commitment.
- Nuance and tone. An apology can arrive blunter than you meant, and you will not know.
It is a way to help someone you otherwise could not, rather than a replacement for a speaker of the language.
Tell the customer
Most people are fine with a translated answer and less fine with discovering it after a misunderstanding. A line saying the conversation is being translated sets the expectation and invites them to say when something did not come across.
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