Enable AI Inbox Translation to automatically translate conversations in the Inbox, so teammates can respond in their preferred language while assisting customers in theirs.
AI Inbox Translation translates messages instantly, so your agents can support customers in any language—without switching tools or relying on third-party software.
Every conversation stays in one inbox, fully translated and easy to follow.
Your team works faster, productivity increases, and your customers feel understood as language barriers disappear.
Note: Unlimited use of the AI Inbox Translation feature requires the Copilot add-on.
If you don't have Copilot unlimited usage assigned to any seats, each teammate will still get 10 free translated conversations per month. After that, translations will be paused and a Copilot unlimited usage seat will be required to keep using translation.
How to turn on AI Inbox Translation
Go to Settings > Workspace > Multilingual and toggle on AI Inbox Translations.
Important: Ensure you've set a default language and added other supported languages you'd like to be able to translate under "Languages" in Settings > Workspace > Multilingual
When All Languages are selected, it selects all supported languages listed here.
Then click Save at the top of the settings page—all messages in new customer conversations will now be translated into your default language.
Open any conversation where a customer is speaking a different language. You’ll notice below each message it indicates which language a message was sent in, but the messages will appear in your default language.
Example: A customer sends a message in Spanish, which is received in English. When a teammate replies in English, the response is automatically translated into Spanish for the customer.
Note: The conversation will only be translated if it’s in a different language from the default workspace language.
Translated messages in the Inbox will indicate the original language below the message. You can click this to switch between the original and translated versions in the conversation thread, or hover over the message, click the three-dot menu, and select Show original text.
If you prefer not to translate a specific conversation, select the three-dot menu at the top of the conversation, then click Do not translate.This setting applies only to the selected conversation as shown to you. It does not impact how other Teammates see the selected conversation, and it does not enable the Do not translate feature in other conversations.
What to expect when AI Inbox Translation is on
Incoming messages in any of your supported languages will be translated into your workspace default language.
Your replies will be translated into the customer’s language.
If the customer’s language is not supported, translation will not be available.
If you turn off AI Inbox Translation, all translations will stop. New inbound conversations will no longer be automatically translated, but any messages you’ve already sent will stay in the customer’s language.
Personalizing AI Inbox Translation for certain teammates
If some teammates don’t need to use AI Inbox Translation, they can turn it off for their own account, or exclude certain languages that they don't need translated.
To do this, go to Settings > Personal > Multilingual where you can toggle off “Enable AI translations on the Inbox”, or select the option to "Skip language translation for familiar languages". This only impacts your account and keeps it enabled for the rest of your workspace.
Manually set your preferred language for communication
You can manually set your preferred communication language by clicking on the language attribute in the right sidebar of the Inbox.
This overrides the detected language when needed. This setting is also useful if AI Inbox Translation doesn’t start automatically. For example, if the system detects Mexican Spanish but you prefer standard Spanish, you can adjust it here.
Enforce the language used for a specific customer
The Language override attribute can be used to enforce a customer's Messenger and automation language. Once the attribute is set, the customer will always view the Messenger and receive automation content (Fin AI Agent and Workflows) in that language. This will take priority over languages detected in the Inbox for translation.
Reporting on AI Inbox Translation
The Auto-translated filter shows conversations that have been auto-translated. Conversations are set to "Auto-translated is true" when a teammate with AI Inbox Translation enabled sends a message in a conversation where a non-default language is detected.
This Auto-translated conversation data can be used to filter reports, inbox views, and search the inbox, but only on new conversations since it was enabled.
Limitations of AI Inbox Translation
🛑 AI Inbox Translation only works in supported languages.
AI Inbox Translation is available only for languages listed in your workspace supported languages. Including:
Arabic, Bengali, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Mongolian, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swahili, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, and Vietnamese.
🛑 Bot (Simple automation) translations for teammates are not supported.
If a simple automation bot message is sent in a supported language, teammates will see it in that language rather than their default language. All other messages, including from Fin and Workflows, will be translated.
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