The Live Chat Real-Time Translation feature helps break down language barriers by automatically translating conversations between agents and customers in their preferred languages. This ensures smoother communication and more effective support for international customers.

On this page:

• Setting the agent’s preferred language
• Translating the live chat
• Stopping live chat translations
• Changing the “Translate From” language
• Sending transcript of a translated chat

Setting the agent’s preferred language

Before translating the live chat, the agent's preferred language must be set. 

To do so, go to Settings > General settings. 

In the Workspace Language section, open the dropdown list and select the default language the Agent speaks. 

The change takes effect immediately, and this language will be used as “translate to” language on the agent’s side.

Note: If you want to change the default language, make sure all active live translations are stopped first to prevent any disruptions.

Translating the live chat

When a customer contacts the support, the system automatically detects the language the customer uses, and offers the agent to translate the live-chat into the default language set before.

Click Start Live Translation to enable translations.

Once enabled:

• All chat messages will be shown in the agent’s chosen language. 
• The agent's replies will be translated into the customer's language.

Note: The customer will see all chat messages in their own language (the language that was autodetected by the system). 

Here’s how the live chat will look like on both sides. 

Stopping live chat translations

To stop live translations, click Stop Live Translation at the top of the chat page.

Once stopped, all chat messages on the agent's side will return to their original languages. 

Note: Even if the agent disables translations, the customer will continue to see all messages in their language.

Changing the “Translate From” language

If the system detects the customer language incorrectly, the agent can correct it manually.

To do so, click the flag icon at the top of the chat page, and select the correct language from the dropdown list.

Sending transcript of a translated chat

The transcript is aimed to help customers get a recording of the chat they had. Respectively, if agent used the Live translation feature in the course of the chat, once the transcript is sent to client, the client himself, as well as all other recipients (specified in CC field) will receive a copy of transcript in the language of the customer, which they saw in the live chat window.

Updated on: 12/09/2025