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Translation Settings

  1. Click the avatar in the lower-left corner, then click the gear button to the right of the avatar to enter the personal settings menu;
  2. Click “Translation” in the left menu;
  3. The “Input Translation” switch controls the translation feature in the Inbox input box. When enabled, you can translate the language commonly used by the agent into the language used by the customer in the Inbox input box;
  4. The “Automated Customer Message Translation” switch controls automatic translation of customer messages on the current conversation page in Inbox. When enabled, messages sent by customers can be translated instantly into the selected target language. The target language defaults to the system workspace language, and manual adjustment is allowed;
  5. The number of translation characters used by the current tenant is shown above the switch.
Inbox Translation settings with Input Translation and the automatic translation language controls.

Use Input Translation for outgoing messages; use Automated Customer Message Translation and Translate into for incoming messages.

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Historical Message Translation

  1. Open a conversation and hover over the message you want to translate.
  2. Click the Translate icon in the message actions.
  3. Select a target language to translate the message.
Full Inbox showing a message translation menu

Open Translate on a message and select the target language.

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Automatic Translation

  1. After enabling Automated Customer Message Translation in personal settings, open a conversation to translate incoming customer messages into the selected target language.

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Input Box Translation

  1. After enabling “Input Translation” on the personal settings page, the Inbox input box will display the corresponding translation preview interface;
  2. Click the language selector above the message box to choose the customer’s language;
  3. Enter the message you want to send in the input box, click Translate, check the translation result in the translation preview box, and adjust it manually if needed;
  4. Click Send beside the translated preview to send the translated message.
Full Inbox with English draft and Spanish translation preview

Review the translated text above the original draft before sending.

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Translation Character Count

Based on your specific business plan, the system will automatically grant a corresponding amount of free translation characters. If you need more, you can purchase a translation character top-up package.