Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
Switching conversation translation on for your account, and deciding which channels and agents get it.
Turn it on
- Open Admin Center, then Objects and rules, then Tickets > Settings.
- Expand Comment options for agents.
- Select Allow agents to translate conversations, then choose which channels it covers.
- Save.
Agents then see a translation option on tickets in a language other than theirs.
Start with one team
Translation changes how a conversation feels to write, and agents need a little time to work out how much to trust it. Giving it to one group first produces useful feedback; giving it to everyone at once produces opinions.
Agree what it is used for
Worth being explicit with the team, because the technology will happily translate anything.
- Fine: a practical question in a language nobody on shift reads.
- Careful: complaints, where tone carries a lot.
- Not on its own: anything contractual, and anything you would want a record of in exact words.
Watch the usage
Translation is part of your AI allowance, so it consumes something. If it turns out a quarter of your tickets are being translated, that is a staffing signal as much as a cost one: you have a market you are serving by machine.
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