On this page
Two-way translation lets one team serve customers in 18 languages. It’s included from Pro upward.
Turn it on
Open Live chat › Chat settings › Greeting & translation and switch on Two-way auto translation.
What each side reads
- Agents see the visitor’s original message plus a translation into the agent language. With Auto, that’s each agent’s browser language.
- Visitors see agent replies translated into their language — only the translation, never your original.
- When the visitor and the agent use the same language, nothing is translated.
Choosing the visitor language
| Setting | Behaviour |
|---|---|
| Auto (default) | Detected from the visitor’s browser and what they write |
| A fixed language | Replies are always translated into that language when the agent’s language differs |
What isn’t translated
- Internal notes (they never leave your team)
- Images and files
- Your greetings, teaser and widget buttons — see Widget language
Cubby and translation
When the AI agent answers, it answers in the language the visitor wrote in, and your agents can read a translation in the inbox.
Translating one message by hand
With automatic translation off, you can still translate a single message from its menu.
Usage
Each translation uses one AI answer from your monthly allowance, shared with Cubby’s answers. Messages in the same language as the agent aren’t translated and don’t count.