Enable AI Inbox Translation to automatically translate conversations in your Fin workspace. Customer messages will be translated into your personal Preferred translation language, and replies will be translated back into the customer's language.
AI Inbox Translation translates messages instantly, so your teammates can analyze conversations in any language—without switching tools or relying on third-party software. Every conversation stays in one inbox, fully translated and easy to follow.
Note: Unlimited use of the AI Inbox translations feature requires the Copilot add-on.
How to turn on AI Inbox Translation
Toggle on Enable AI Inbox Translation.
In the Languages section, configure your workspace languages.
Default language: Choose the primary language for your workspace. This will be the default translation language for any teammate who doesn't set a personal preference.
Additional languages: Select up to two additional languages. Teammates will be able to select these as their personal Preferred translation language. Translations to Additional languages may be slightly slower than translations to the Default language.
Next, configure Supported Languages. These are the languages that Fin and Messenger can automatically detect and translate conversations from. You can click Select all or choose specific languages from the list. When All languages are selected, it enables all supported languages listed here.
Click Save at the top of the page.
Using AI Inbox Translation
How it works in the Inbox
Once enabled, open any conversation where a customer is speaking a different language. Messages will appear in your Preferred translation language.
Note: The conversation will only be translated if it’s in a different language from your Preferred translation language (or the workspace Default language, if you haven't set a preference). It will also not be translated if the customer's language is on your Languages you know list.
All messages in new customer conversations will now be translated into your default language when viewing them from Analyze > Conversations.
Open any conversation where a customer is speaking a different language. You’ll notice below each message it indicates which language a message was sent in, but the messages will appear in your default language.
Example: A customer sends a message in Spanish and Fin replies in Spanish. When you view this conversation, the messages are automatically translated into your default language.
Translated messages will indicate the original language below the message. You can click this to switch between the original and translated versions in the conversation thread.
If you prefer not to translate a specific conversation, select the three-dot menu at the top of the conversation, then click Translate conversation to disable or enable it for this conversation. This setting applies only to the selected conversation as shown to you. It does not impact how other teammates see the selected conversation.
What to expect when AI Inbox translations is enabled
Incoming messages in any of your supported languages will be translated into your personal preferred translation language when viewed from Analyze > Conversations.
If the customer’s language is not supported, translation will not be available.
If you turn off AI translations, all translations will stop. New inbound conversations will no longer be automatically translated.
If you have not set a preferred translation language, messages will be translated into the workspace's default language.
This does not apply if the customer's language is one of the Languages you know. In this case, you will see the message in its original form.
Personalizing your settings (for teammates)
Each teammate can customize their own translation experience. To find your personal settings, go to Settings > Personal > Multilingual.
Here you can configure:
Enable AI Inbox Translation: You can turn translations on or off just for your own account by using this toggle. This will not affect other teammates.
Preferred translation language: Choose the language you want customer replies to be auto-translated into. This dropdown list only contains the Workspace Languages (Default and Additional).
Languages you know: Add any languages you are fluent in and prefer to see in their original, untranslated form. You can add any language here except for the languages already configured as Workspace Languages by your admin.
Translation content filtering
When viewing translated conversations, you might see a "Translation skipped" notice on some messages. This happens when messages contain content that doesn't need to be translated or would result in a poor translation.
Why a translation might be skipped
Emoji-only content: Messages that consist primarily of emojis won't be translated, as emojis are universal.
Repetitive messages: Messages with large amounts of repeated text, like spam, won't be translated because they don't provide meaningful text.
Special character noise: Messages that are full of special characters and symbols without meaningful text will be skipped.
AI Inbox translations only works in supported languages
AI translations for the conversations view is available only for languages listed in your workspace supported languages.
Including:
Arabic, Bengali, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Mongolian, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swahili, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, and Vietnamese.