Multilingual conversations: read and reply in your customer's language

Read the conversation in your language

1. Open the conversation and click the translate icon in the header. Its tooltip says Translate every message in this conversation into your dashboard language. In a narrow window, open the More actions menu in the header and pick Translate conversation.
2. Every message from the customer, your team or the bot gets a Translation part below the original text, in your dashboard language. A message that is already in your dashboard language stays as it is.
3. While the button is on, it is highlighted and new messages are translated as they arrive. In the More actions menu it then reads Showing translation.
4. Click it again to hide the translations.

The original message always stays visible above the translation. Your dashboard language is English, German, Portuguese or Hindi, whichever you picked under Language in the user menu of the rail. The customer can write in any language.

Private notes and the lines about what happened in the conversation stay as they were written. The translation is shown only to you and is not saved to the conversation, so teammates see the original unless they turn on the button themselves. Turning the button off and on again in the same conversation shows the translations you already have without translating them a second time.

The button shows once the conversation has at least one customer message with text.

Answer in the customer's language

1. Write your reply in the reply box, in your own language.
2. Open the Copilot tab in the right panel and click Translate my draft (after Copilot has answered once, the short chip reads Translate draft). The AI button in the composer offers the same action.
3. Copilot translates your whole draft into the customer's language. It takes the language from the customer's latest messages or from the contact. Names, order numbers, amounts, email addresses, links and placeholders stay as you wrote them. The language check reads the whole draft, so a draft that mixes languages, for example two answers one below the other, is translated too. Only a draft that is all in the customer's language gets the note that there is nothing to translate.
4. Click Replace draft to put the translation into the reply box in place of your text, or Add to reply to add it to what is already there.
5. Read it over and send it as usual.

Copilot keeps the meaning, tone and paragraphs of your draft and looks at the customer's latest message to choose between formal and informal address. A draft can be up to 8,000 characters long. Copilot translates into these 29 languages: English, German, French, Spanish, Portuguese, Italian, Dutch, Polish, Russian, Arabic, Turkish, Hindi, Thai, Vietnamese, Swedish, Danish, Norwegian, Finnish, Ukrainian, Czech, Romanian, Hungarian, Greek, Hebrew, Indonesian, Malay, Japanese, Korean and Chinese. When it can't tell which language the customer writes in, it says so and translates nothing. More about Copilot in Copilot in conversations.

A reply Copilot writes in your language can go in translated too. While you read the conversation translated, Suggest a reply writes in your dashboard language, and a reply you ask Copilot for can be in your language as well. When such a reply is not in the customer's language, its first button is Translate and add: it translates the reply into the customer's language and adds it to your reply draft. Add to reply next to it adds the reply unchanged.

In the iPhone and Android app

Open a conversation and go to the Details tab. Under Translation, switch on Translate conversation to see the messages in the language of the app. You pick that language under More > Settings > Language. The first time, the app tells you that translating counts as an AI conversation; tap Turn on to continue. Translated messages are marked Translated, and the phone remembers the switch for each conversation.

To answer in the customer's language, you have three ways:

• Write your reply, open the Copilot tab and tap Translate my draft. Then tap Replace draft.
• Tap the round arrow button left of the message field and pick Suggest reply. The AI draft is written in your app language. When the customer writes in another language, the button below it reads Translate & insert and puts the reply into the field in the customer's language.
• In the Copilot tab, a reply from Copilot that is not in the customer's language shows Translate and insert, which puts the reply into the field in the customer's language.

Check the text, then send it as usual. More about Copilot in the app in Copilot in conversations, and about the app in The Deskwoot app for iPhone and Android.

Plans and permissions

• Plan: translating is part of the Business and Enterprise plans, also during a trial. On Hacker and Startup the button shows a lock and offers an upgrade to Business.
• AI conversations: translating counts toward your plan's monthly AI conversations, like Copilot and Fynn. Each conversation counts once per calendar month, however many messages you translate in it. See AI conversations and billing.
• Role: translating needs the Use LiveTranslate permission. The standard Agent role has it. On Enterprise, custom roles can leave it out, and those agents don't see the translate controls.
• AI assistant setting: on Enterprise, an administrator decides under Settings > Account Settings > AI assistant in conversations who may use the AI features in conversations. Agents without access see no translate controls.

Frequently asked questions

Are my replies translated automatically?

No. Your reply is sent exactly as it stands in the reply box. To answer in the customer's language, use Translate my draft in Copilot, check the result and then send.

Can I still see what the customer wrote?

Yes. The original message stays in place, and the translation shows below it under Translation.

Into which language are messages translated?

Into your dashboard language: English, German, Portuguese or Hindi. Change it under Language in the user menu of the rail. In the iPhone and Android app, messages are translated into the language of the app.

Do my teammates see my translation?

No. The translation is shown only in your window and is not saved. A teammate who turns on the translate button gets it in their own dashboard language.

What does translating cost?

It counts toward your plan's AI conversations, once per conversation and calendar month. If Copilot or Fynn already worked on that conversation this month, translating it costs nothing extra.

Which plans include translation?

Business and Enterprise, and the trial. On Hacker and Startup the button is locked and offers an upgrade. See Plans and pricing.

Why don't I see the translate button?

It shows once the customer has sent a message with text. It is also hidden when your role lacks the Use LiveTranslate permission or an administrator turned off the AI assistant for you. In a narrow window, look in the More actions menu of the header.

Does it work on every channel?

Yes. The button works on every conversation that has a customer message with text, whichever channel it came in on.