Enable auto-translation for your tenant

Auto-translation is a tenant-wide setting. One admin turns it on, and every agent on your team gets it the next time they refresh.

Before you start

• A user role with admin access (only admins can change tenant-level translation settings)

Steps

1. Open Settings → Translation.
2. Toggle Enable auto-translation on.
3. Click Save.

That’s the entire admin-side configuration. There are no per-language packs to install, no model selection, no per-channel toggles.

Verify it worked

• The toggle stays on after the page reloads.
• Each agent on your team can now go to Settings → Language, configure their primary and secondary languages, and turn on Translate to primary language.
• Agents who turn on Translate to primary language see customer messages translated when they first view the conversation, not when the message is received.
• Agents who do not turn on Translate to primary language still view conversations in English by default.
• A customer message in a language different from the agent’s primary appears with a translation (and a toggle to see the original).

Next steps

Until each agent sets their primary language and turns on Translate to primary language in Settings → Language, conversations stay in English by default for that agent. Tell the team to:

1. Open Settings → Language
2. Pick a primary language they work in
3. Turn on Translate to primary language
4. Optionally add secondary languages they read natively (those won’t be translated)

Translations are created when an agent first views a conversation, not when each message is received.

See Set language preferences.

Turning it off

Toggle the switch off and save. Existing inbound and outbound conversation messages stop being translated immediately for agents and customers; new conversations come through in their original language. Agents’ language preferences are preserved — flip the toggle back on later and everything resumes.

Platform-generated canned messages, including fallback or handover confirmations, may still be localized automatically based on the detected customer or channel language.

Troubleshooting

• Symptom: I turned it on but nothing translates. Fix: Each agent still needs to set a primary language and turn on Translate to primary language. Without those settings, conversations stay in English by default. See Set language preferences.

• Symptom: Some messages translate, others don’t. Fix: Messages already in the agent’s primary or secondary language pass through untranslated by design. Check the agent’s secondary languages in Settings → Language — if the source language is listed, that’s the cause.

• Symptom: I don’t see the toggle in Settings. Fix: You don’t have admin access. Ask an admin to enable it.

See also

• What is Auto-Translation?
• Set language preferences
• FAQ — translation not working