AI Inbox Translation automatically translates customer conversations so teammates can read and reply in their preferred language. Customer messages are translated into the teammate’s Preferred translation language, and teammate replies are translated back into the customer’s language. This removes language barriers and lets your team support customers faster without switching tools.
Support customers in more languages without changing your team’s workflow.
Remove manual translation steps and speed up response times.
Help teammates work confidently using their chosen preferred language.
Keep conversations readable in a single Inbox view, even when multiple languages are involved.
Note:
We rely on AI and our LLM providers for translations. While AI can occasionally make mistakes, we’re continually working to improve the quality and accuracy of our models and translations.
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.
Turn on AI Inbox Translation (workspace level)
Toggle on AI Inbox Translations.
Configure your Workspace languages:
Default language: The primary language for the workspace and the fallback translation language.
Additional languages: Choose up to two additional languages teammates can select as their personal Preference.
Choose your Supported languages — the languages the Inbox can automatically detect and translate from.
Finally, you can choose a tone that matches your brand’s voice. This tone will be used to translate your teammate’s message for the customer. This is especially useful if you communicate in languages with specific pronoun formalities. Choose from:
Friendly
Neutral (default)
Professional
Click Save at the top of the settings page.
Note: Workspace settings apply to all teammates, but each teammate can personalize their own translation experience.
Set your personal translation preferences (for teammates)
Toggle AI Inbox Translation on or off for your own account.
Choose your Preferred translation language (must be one of the workspace Default or Additional languages).
Add any Languages you know — languages you prefer to read in their original form. Adding a language here tells the Inbox not to translate messages written in that language.
How translation works in the Inbox
When a conversation includes a customer message in a different language:
Incoming messages are automatically translated into your Preferred translation language or your workspace Default language (if no preference is set).
Your replies are automatically translated back into the customer’s 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.
When is a conversation translated?
A conversation is only translated if the customer's language is different from your Preferred translation language and is not one of the Languages you know.
Your Preferred Language | Workspace Default | Languages you know | Customer's Language | Result |
English | English | (none) | Spanish | Translated to English |
(not set) | English | (none) | Spanish | Translated to English |
English | English | Spanish | Spanish | No Translation (shown in Spanish) |
English | English | (none) | English | No Translation (shown in English) |
(not set) | English | (none) | French (Not Supported) | No Translation (Translation not available) |
Supported vs. workspace languages
Here’s how the language types differ:
Supported languages: Languages that Fin and Messenger can automatically detect and translate conversations from into your Default or Preferred language.
Workspace languages (Default + Additional): Default language(s) teammates will see and can use when communicating with customers.
Preferred translation language: The language each teammate chooses to work in (must be one of the workspace Default or Additional languages).
Languages you know: Languages a teammate reads fluently without translation.
Control translation for a single conversation
If you’d prefer not to translate a specific conversation:
Open the conversation.
Click the three-dot menu at the top.
Click Translate conversation to untick this selection.
To resume translation, use the same menu and click Translate conversation to once again see it in your Preferred translation language (or the workspace Default language, if you haven't set a preference).
Tip: This setting affects only what you see — other teammates can still view translations.
Manually set the language for a conversation
You can manually set the language for a conversation by clicking on the Language conversation 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.
Troubleshooting AI Inbox Translation
AI Inbox Translation may not start when:
The customer’s language is not a supported language in your workspace.
You added the language to Languages you know.
You replied in a language other than your Preferred translation language or workspace Default language (unless you added Languages you know).
Message translations may be skipped when:
Emoji-only content: Messages that consist primarily of emojis won't be translated, as emojis are universal.
Repetitive messages: Messages with large amounts of repeated text, like spam, won't be translated because they don't provide meaningful text.
Special character noise: Messages that are full of special characters and symbols without meaningful text will be skipped.
Workspace-level toggle
Turning off AI Inbox Translation at the workspace level immediately stops all new translations across all conversations for all teammates, but previously translated replies remain visible to customers.
AI Inbox Translation only works for your 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.
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.
FAQs
Why does my conversation say “Translation skipped”?
Why does my conversation say “Translation skipped”?
Messages with emojis, repeated characters, or low-quality text are not translated because the result would not be meaningful.
Why can’t I choose any language as my Preferred translation language?
Why can’t I choose any language as my Preferred translation language?
Teammates can only choose from the workspace Default or Additional languages. These are the languages all teammates can see and use when communicating with customers.
Can two teammates see the same conversation in different languages?
Can two teammates see the same conversation in different languages?
Yes. Each teammate can see the same conversation translated into their own Preferred translation language.
Does turning off translation for one conversation affect others?
Does turning off translation for one conversation affect others?
No. Per-conversation translation controls apply only to that conversation and only for your personal account.
How is AI Inbox Translation different to real-time translation?
How is AI Inbox Translation different to real-time translation?
AI Inbox Translation (for teammates)
Translates customer messages for teammates inside the Inbox.
Translates teammate replies back to the customer.
Depends on Preferred/Default languages.
Does not help Fin generate answers.
Real-time translation (Fin AI Agent)
Allows Fin to answer customers in languages where you do not have content in that language.
Translates your fallback-language content into any supported language.
Does not translate teammate messages.
Important: These are separate features and must be configured independently.
Does Fin AI Agent use my Preferred translation language?
Does Fin AI Agent use my Preferred translation language?
No. Fin answers in the languages you configured for Fin separately.
Why isn't my Ticket content being automatically translated?
Why isn't my Ticket content being automatically translated?
AI Inbox Translation is specifically designed for conversations in the Inbox, not for the Ticket object itself. Currently, there is no automatic translation feature for Tickets. If you need to translate a message on a Ticket, you must use AI Compose > Translate on a reply manually. The conversation thread linked to the ticket will still be auto-translated, but the Ticket's properties and content will not be.
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