Set Your Primary Language for Translated Conversations

By default, once your tenant has translation enabled, conversations are shown to agents translated into English. If English isn’t your first language, that’s an extra layer of friction between you and the customer. The View and reply in your primary language toggle removes that layer for you personally: it renders every conversation in your own language instead, and translates your replies back into the customer’s language automatically.

This is a per-agent setting. Turning it on doesn’t change what anyone else sees — each teammate can choose their own language independently.

Prerequisite: tenant translation must be enabled

This toggle only does something if your tenant’s auto-translation feature is already turned on. If it isn’t, there’s nothing to translate and the toggle has no effect. Auto-translation itself — what it is and how the tenant-wide English rendering works — is covered in What is auto-translation?. This article is about the personal layer on top of it.

Turn it on

1. Go to Personal Settings → Language.
2. Set your primary language, if you haven’t already — this is the language conversations will be translated into for you.
3. Enable View and reply in your primary language.

Once it’s on, it applies immediately to every conversation you open — no need to refresh existing tickets or reassign anything.

What changes when it’s on

Reading a conversation

Instead of the tenant-wide English rendition, each message is translated on demand into your primary language the first time you view it. While a message is being translated you’ll briefly see a Translating… indicator next to it; it clears as soon as the rendition is ready.

Messages you already understand natively aren’t translated at all — if a customer writes in your primary language, you just see the original.

Show original

Every translated message has a Show original toggle. Use it to flip between the translated rendition and the customer’s original wording — useful when you want to double-check phrasing, tone, or something that reads oddly in translation (product names, slang, or a name that doesn’t translate cleanly). Toggling back and forth doesn’t re-request the translation; it’s the same rendition each time.

Replying

When you compose a reply, it’s sent in your primary language (your compose language) and translated automatically into the customer’s language before delivery — you don’t need to write in the customer’s language yourself, and you don’t need to manually trigger a translated send. If your compose language already matches the customer’s language, your reply goes out as written, with no translation step in between.

How this differs from tenant-wide auto-translation

• Where it’s configured — Tenant-level Settings (admin) — Personal Settings → Language (per agent)
• What it translates to — English, for everyone — Your own primary language, only for you
• Who it affects — All agents in the tenant — Only you
• Requires — — — Tenant-wide auto-translation to already be enabled

If you turn the toggle off, you go back to seeing the tenant-wide English rendition (assuming auto-translation is still enabled at the tenant level) rather than seeing raw, untranslated originals for every language.

Things to keep in mind

• If your tenant disables auto-translation entirely, your primary-language toggle stops having any effect — conversations show their original, untranslated content, same as everyone else’s.
• Translation happens per viewer, not per conversation. Two agents with different primary languages looking at the same conversation each get their own rendition; neither affects what the other sees.
• Switching your primary language re-triggers translation into the new language the next time you open a conversation — existing renditions in your old language aren’t reused.