Regardless of the language, our platform understands and translates both user messages and customer service agent responses.

This way, you can select the languages to translate and the moment the translation will be activated, allowing you to communicate with customers around the world regardless of the language your agents speak.

Discover how to configure and activate it according to the following step-by-step guide.

Note: this functionality is not enabled by default since it has an additional cost per use. You can view the costs and enable it in the Account>Products section, located in the side menu.

How to configure the language translator?

To use the language translator, you can choose between two options and use this functionality in the way that is most convenient for you, as shown in the following image:

Languages to translate: by default all languages are available, but you can select which languages you want to translate. Translation will only be activated when those languages are detected.

Language detection: you can select language detection for every message received, or only once in the user's first messages. This way you can save costs, since if the detected language is "English" and the bot speaks "English," no further messages will be translated for that user.

How to activate the language translator on the platform?

Step 1: access conversations (Conversations>Chat).

Step 2: choose the conversation you want. Upon receiving messages in a language different from your platform configuration, you will see them automatically with the translation. You can see the user's language (and edit it if necessary) in the right column, as you can see in the image below.

Step 3: write your response. You will see the automatic translation to the right of what you wrote. You can edit the translation if you wish.

Step 4: send your response. The user will only receive the translation, as you can see in the following image.

Your bot's language Your bot's language was defined at the time of its creation. You can find this configuration and modify it if you wish in the General section within the Settings screen.

If your bot receives messages in a language different from the one configured, it will translate them to understand them and to be able to respond with the configured intentions. In turn, the bot's response will always be delivered in the user's language.

Note: If you enable the translation functionality, both your bot's and your agents' responses will be translated automatically.

Remember to visit our Help Center for further information.