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
- Open Settings → Translation.
- Toggle Enable auto-translation on.
- 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 and configure their primary and secondary languages.
- 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 in Settings → Language, translation has nothing to translate into for that agent. Tell the team to:
- Open Settings → Language
- Pick a primary language they work in
- Optionally add secondary languages they read natively (those won’t be translated)
Turning it off
Toggle the switch off and save. Existing conversations stop being translated immediately; new conversations come through in their original language. Agents’ language preferences are preserved — flip the toggle back on later and everything resumes.
Troubleshooting
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Symptom: I turned it on but nothing translates. Fix: Each agent still needs to set a primary language. Without one, there’s no target to translate into. See Set language preferences.
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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.
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Symptom: I don’t see the toggle in Settings. Fix: You don’t have admin access. Ask an admin to enable it.