AI Translation

AI Translation helps you understand customer messages, prepare replies in another language, and convert spoken replies into text with AI speech recognition.

Open Translation Settings

Select a conversation in Inbox.
Select AI Translation at the top of the conversation.
Select the settings icon to configure inbound and outbound messages.

Translate inbound messages

Turn on Auto-translate to show a translation below the customer’s message.
Select a language under Translation language.
Choose Original, Translated, or Both under View mode.

Translate outbound messages

Select the reply language under AI Assist.
Manual mode translates when you select the Translate button.
Auto mode translates while you type and updates the translation after edits.
Review the result, then select Translate or Send.

AI voice input (STT)

AI voice input uses speech-to-text technology to convert an agent’s voice into text and insert the result into the message composer. You can record up to two minutes at a time.

Select the voice input icon in the message composer.
Allow microphone access when prompted.
Speak your reply.
Review the converted text.
Edit the text or apply AI Translation, then select Send.

The recording may stop automatically after two minutes. For longer replies, record them in separate parts. Always review names, dates, times, numbers, and specialized terms before sending.

Important note

Review the original message and the AI result carefully for medical, legal, payment, or personal-information-related conversations. AI translation and speech recognition may not always reflect the intended meaning accurately.