Translate case conversations into your display language so you can communicate with employees who use a different language.
Translation applies only to your view of the conversation. Public updates are sent in the language you write them.
Before you begin
Conversation translation is available when:
- Your organization has conversation translation enabled.
- The conversation contains messages in a different language from your display language.
- The message was written by another person.
Your own messages, AI-generated messages, and deleted messages aren't translated.
Turn on auto-translate
When the conversation contains messages in another language, a banner appears at the top of the conversation.
- Open the case conversation.
- Select Translate to your display language.
The conversation is translated into your display language.
After you enable translation:
- Existing eligible messages are translated.
- Future incoming messages in that case are translated automatically.
- Auto-translate remains enabled for that case until you turn it off or clear your browser data.
View the original message
You can switch between the translated message and the original text at any time.
- Find the translated message.
- Select Show original.
- Select Show translation to return to the translated version.
Comparing the original message can be helpful when wording is important, or you're unsure about a translation.
How translation works
Translation only changes how you see the conversation.
Keep in mind that:
- Messages are translated into your display language.
- Public updates are sent exactly as you write them.
- Other users choose whether to translate conversations in their own view.
- Employees don't see your translated view of the conversation.
Best practices
- Turn on translation when you first open a multilingual case.
- Compare the original message if the wording could affect your response.
- Write public updates in the language your team normally uses with the employee.
- Review important or sensitive conversations carefully before responding.
Troubleshooting
| Problem | Try this |
| Translation isn't available. | Confirm your organization has conversation translation enabled and the conversation contains messages in another language. |
| New messages aren't translated. | Turn on translation for the case to enable auto-translate. |
| A translation doesn't seem correct. | Compare it with the original message or ask the employee to clarify. |
| You've reached the translation limit. | Wait for the limit to reset or contact your administrator. |
| Messages are translated into the wrong language. | Change your display language. Translation uses your current display language. |