Enable AI Inbox translations so teammates can view past conversations from the read-only inbox in your workspace default language—without switching tools or relying on third-party software.
Note: Unlimited use of the AI Inbox translations feature requires the Copilot add-on.
How to turn on AI translations for the conversations view
Ensure you've set a default language and added other supported languages you'd like to be able to translate under "Languages" in Settings > Workspace > Multilingual
When All Languages are selected, it enables all supported languages listed here.
Then, from Settings > Workspace > Multilingual, toggle on Enable AI Inbox translations on the Inbox.
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.
Note: The conversation will only be translated if it’s in a different language from the default workspace 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 workspace default 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.
Personalizing AI Inbox translations for certain teammates
If some teammates don’t need to use AI translations to analyze conversations, they can turn it off for their own account, or exclude certain languages that they don't need translated.
To do this, go to Settings > Personal > Multilingual where you can toggle off “Enable AI translations on the Inbox”, or select the option to "Skip language translation for familiar languages". This only impacts your account and keeps it enabled for the rest of your workspace.
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.