Live translation

With live translation, a customer can write in Polish while your team reads and answers in Turkish — the customer receives Polish. The original is always one click away.

Switch it on

Go to Settings → General and turn on Live translation. Your team's language is the workspace language set on the same page.

How it works

• Customer messages are translated into your team's language a moment after they arrive. Click Show original to see the exact words.
• When the customer writes in another language, the composer shows Translate to …. Leave it on and write in your own language; the customer gets the translation. Click it to send without translating.
• Internal notes are never translated.
• If a translation fails, nothing is sent — you can try again or send without translating.

Translation uses your AI budget, or your own OpenAI, Anthropic or Google key.

Related: urgency and mood

On the same page, Urgency and mood detection marks upset or urgent customers in the inbox and gives them high priority, so they get help first.