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Two-way translation

Speak your customer’s language
without hiring for it.

A visitor writes in German. Your agent sees the German and an English translation, replies in English, and the visitor reads German. 18 languages, both directions, nobody copies anything into a translator.

Start free, add translation on Pro
  • Automatic language detection
  • Visitors never see the machinery
  • Works for Cubby’s answers too
Your inbox · English
Sample data
Visitor’s screen · Deutsch
Sample data
18
languages, any pair
2
directions: visitor → you, you → visitor
1
language on the visitor’s screen — theirs
Pro
and up include translation
Why it matters

Most lost sales abroad are just unanswered questions

People buy where they are understood. Translation turns a one-language team into a team that can serve the whole map — without the awkward “sorry, English only?”

Serve the whole map

Japanese, German, Arabic, Portuguese — 18 languages in total. A single agent can hold ten conversations in ten languages at once.

Cross-border shopsHotels & travelSaaS

Invisible to the visitor

The visitor sees a chat in their own language, start to finish. No “translated by” banners, no mixed-language bubbles, no language picker to find.

Own language onlyNo banners

Honest for the agent

Agents always see the original next to the translation, so nuance isn’t lost. Replies show what was actually sent, in the visitor’s language.

Original + translationSent text visible
18 languages

The same reply, understood everywhere

One agent, one English sentence — delivered in each visitor’s language. Highlighted pills are the languages used in the examples.

DEDeutschBerlin
Habt ihr ein Lager in Europa?
AnnYes — we ship from the Netherlands, 2–4 business days to Berlin.Ja – wir versenden aus den Niederlanden, 2–4 Werktage nach Berlin.
JP日本語Osaka
海が見える部屋は空いていますか？
AnnTwo sea-view rooms are free this weekend. Shall I hold one?今週末は海が見える部屋が2室空いています。お取り置きしましょうか？
ESEspañolMadrid
¿Puedo cambiar la talla después de recibirlo?
AnnOf course — free size exchange within 30 days.Por supuesto: cambio de talla gratuito en 30 días.
PTPortuguêsSão Paulo
Vocês emitem nota fiscal?
AnnYes, the invoice is attached to the order confirmation email.Sim, a nota fiscal vai anexada ao e-mail de confirmação do pedido.
ARالعربيةDubai
هل التوصيل متاح إلى دبي؟
AnnYes — delivery to Dubai takes 3–5 business days.نعم، التوصيل إلى دبي يستغرق من 3 إلى 5 أيام عمل.
KR한국어Seoul
월요일에 전화 상담 가능할까요?
AnnMonday works. Which time suits you?월요일 괜찮습니다. 몇 시가 편하세요?
CN简体中文TW繁體中文ENEnglishJP日本語KR한국어DEDeutschFRFrançaisESEspañolPTPortuguêsRUРусскийARالعربيةITItalianoTHไทยVNTiếng ViệtIDBahasa IndonesiaTRTürkçeNLNederlandsPLPolski

Any language can be paired with any other; your agents’ target language is set per agent.

01Detection

It knows the language before you do

The first message decides: if the visitor writes, we detect the language of the text. If they haven’t written yet, the browser language is used, then the region. The visitor can also switch manually.

  • First message text → browser language → region, in that order
  • Short or mixed messages (“ok”, emoji) don’t flip the language
  • Visitor can pick a language from the widget menu at any time
  • Agents can override the detected language per conversation
  • No translation when the visitor already shares your language
Same language? · If the visitor writes in your agent’s language, nothing is translated and nothing is shown — the chat is just a chat.
Step 1
First message“Habt ihr ein Lager in Europa?”German · 0.98
Step 2
Browser languagede-DE · used when there is no text yet
Step 3
RegionDE · last resort
Step 4
Visitor choiceWidget menu → Language · overrides everything
Conversation language: German. Agent Lena reads and writes English; everything in between is translated automatically.
Sample data
02Agent side

The original and the translation, always together

Under every visitor message your agent sees the translation. Under every reply they see what was actually sent. Nothing is hidden, nothing has to be trusted blindly.

  • Visitor message: original on top, translation beneath
  • Your reply: your words, plus the sent translation beneath
  • Canned replies are translated the same way — write them once
  • Attachments, voice and images pass through untouched
  • The conversation language is shown in the header
“We answer Japanese guests from Lisbon now. The guest never knows, and our reviews mention “great communication” in three languages.”
Hana, front desk at a boutique hotel · Example scene
Sample data
03Visitor side

On their screen, you simply speak Japanese

The visitor sees a normal chat in their own language. No banners, no second bubble, no “machine translated” label — just a fast, clear answer.

  • Only the visitor’s language, from the welcome message to the rating
  • Welcome messages, offline texts and pinned FAQs are translated too
  • Interface labels follow the visitor’s language
  • Typing indicator and read receipts work as usual
  • A language switch lives in the widget menu if they want it
0
translation banners shown to visitors
18
languages a visitor can pick
Sample data
04Settings

One switch, a few sensible options

Turn translation on for the site, pick each agent’s working language, decide which language Cubby answers in. That is the whole setup.

  • Translation on / off per site
  • Target language per agent — a bilingual agent can switch mid-day
  • Cubby answers in the visitor’s language, or a fixed one
  • Detection order: message → browser → region
  • Translation usage shows in reports per conversation
  1. 1Upgrade to Pro or above
  2. 2Turn on Translation under Chat → Settings
  3. 3Set each agent’s language — done
05With Cubby

Write your knowledge base once, in one language

Cubby reads your FAQs in English (or Chinese, or whatever you wrote them in) and answers the visitor in French, with the source attached. No duplicate knowledge bases per language.

  • Knowledge base in one language, answers in any supported language
  • Source citation stays attached to the translated answer
  • Hand-off keeps the conversation language — the agent sees translations
  • Pinned FAQs can still have per-language titles if you prefer
  • AI quota is counted once per answer, not per language
Tip · Keep product names, SKUs and codes in Latin letters in your knowledge base; they pass through translation unchanged.
How the knowledge base works
Sample data
Plans

Included from Pro

Translation is part of the plan, not a per-word meter. Pick by team size and conversation volume.

FreeNot included
  • 1 agents
  • 100 conversations / month
  • 30 AI answers / month
ProIncluded
  • 3 agents
  • 1,000 conversations / month
  • 300 AI answers / month
VIP 1Included
  • 10 agents
  • 5,000 conversations / month
  • 2,000 AI answers / month
VIP 2Included
  • 50 agents
  • 20,000 conversations / month
  • 10,000 AI answers / month

Prices and limits are read live from the plan list and shown in full on the pricing page.

Compare all plans
In practice

German pre-sales and a Japanese enquiry, both answered in English

Two scenes from the theatre where the visitor and the agent never share a language — and never notice.

FAQ

Questions about translation

Which languages are supported?
18: Simplified and Traditional Chinese, English, Japanese, Korean, German, French, Spanish, Portuguese, Russian, Arabic, Italian, Thai, Vietnamese, Indonesian, Turkish, Dutch and Polish. Any language can be paired with any other.
Does the visitor know it is translated?
Not unless you tell them. Their screen shows a normal chat in their language. Many teams mention it in the privacy note; it is your call.
How accurate is it?
Good enough for day-to-day support, which is why agents always see the original too. For legal or medical wording, say so in your knowledge base and hand off to a person.
Is translation metered?
No. It is included in Pro and above; there is no per-word charge. Conversation and AI-answer limits are the plan’s normal limits.
Does it work with Cubby’s answers?
Yes. Cubby answers in the visitor’s language from your single-language knowledge base, and the source citation stays attached.
Can one agent work in two languages?
Each agent has one target language at a time, but can change it whenever they like. A bilingual agent can simply switch for a conversation.

Your next customer may not write in your language.

Start free today; switch on translation when you upgrade to Pro. 18 languages, both directions.

Start free