AI Message translation

The AI message translation feature lets agents read messages in ticketst in a language they understand. With a single click, any customer email or message, an agent's reply, or a note can be translated into one of the languages allowed in your account, without leaving the ticket. The translation is generated by your connected AI provider, stored on the message, and shared with every agent who opens the ticket later.

Note: At this moment, AI message translation is available only for ticket messages such as emails, notes, and messages from messaging channels like WhatsApp. Live chat conversations cannot be translated yet.

Tip: Translations are generated through your own AI provider account, so the costs of the requests are charged by your AI provider, not by us. Since each translation is generated only once and then shared with all agents, translating the same message repeatedly does not increase your costs.

To use the feature, your account has to be integrated with an OpenAI, Anthropic, Gemini, or Mistral AI provider, and message translation has to be included in your plan. FlowHunt cannot be used as a translation provider.

How it works

A translation is generated only when an agent asks for it. When an agent clicks the translation switch of a message, the text of the message is sent to your AI provider, which detects the source language and returns the message in the chosen target language. The original formatting, links, and attachments of the message are kept intact. In case of emails, only the email body is translated - the subject and the email addresses stay as they are.

Each translation is generated only once and stored on the message. Every agent who opens the ticket later can display the same translation instantly, without sending the message to the AI provider again. Switching back and forth between the original and the translations does not generate any new requests either.

The translation is visible only to agents. It changes only what agents read in the agent panel - the original message is never modified and remains available at any time, and the replies agents send to customers are sent exactly as they were written.

Tip: The message content is sent to your configured AI provider for processing, which means an external service processes the text of your messages. Before activating the feature, make sure that processing your customers' messages by a 3rd-party AI company complies with the laws applicable in your country and your customers' countries.

Setting up message translation

The setup is managed in Configuration > AI > Message translation. The section is available to users with the default admin or owner role, or a custom role with the permission to manage AI providers.

Note: The Message translation menu item is displayed only if the feature is included in your plan. If you cannot find it in your configuration, please contact our support team.

The setup consists of two independent parts - the configuration (AI provider and target languages) and the activation of the feature. You can prepare the configuration first and activate the feature once you are ready, or the other way around.

Selecting the AI provider and target languages

1. Navigate to Configuration > AI > Message translation,
2. select the AI provider that will be used to detect the source language and generate translations,
3. optionally select the model - it is recommended to leave it on the Default option, which always follows the model we recommend and may change as newer models are released,
4. add the languages agents can translate into - up to 5 languages per account,
5. and click "Save".

Each agent's own agent panel language is preselected in the translation switch of every message, if it is one of the allowed languages. Otherwise, the first language from the list is preselected.

Note: If your account is not integrated with any AI provider supporting message translation yet, a "Connect AI provider" button is displayed instead of the form. Integrate one of the supported AI providers first and return to this screen afterward.

Once saved, the screen shows a summary of your settings. Use the "Change" button to select a different provider, model, or languages. To remove the configuration completely, use the "Delete translation configuration" button in the Danger zone. Deleting the configuration removes the AI provider and the target languages and switches the feature off, while the translations already stored stay on their tickets.

Activating and deactivating the feature

The feature is activated and deactivated for the whole account, for every agent, using the toggle at the top of the Message translation screen. While the feature is inactive, nothing is sent to an AI provider and agents do not see any translation option in tickets.

Once the feature is active and the configuration is saved, agents can start translating messages right away. If you activate the feature before saving the configuration, the screen displays a "Setup incomplete" warning. In such a case, agents see the translation switch in tickets, but clicking it only displays an explanation that an administrator has to finish the setup.

Deactivating the feature hides the translation switch from every message and stops generating new translations. Your AI provider, target languages, and all stored translations are kept, and they reappear once the feature is activated again.

Translating messages in a ticket

Every translatable message in a ticket displays a translation switch in its header. The left part of the switch, "Original", displays the message as it was written. The right part names the language the message can be translated into, and its arrow opens the list of all other allowed languages.

The translation switch is displayed in messages written by customers, agents, and AI agents, including your own replies and notes. Messages created automatically, for example by rules or integrated apps, cannot be translated, so the switch is not displayed in them.

Translating a single message

To translate a message, click the language name in its translation switch. To translate the message into a different language, click the arrow next to it and choose the desired language from the list - your own agent panel language is marked as "your locale" in the list. The language the message is already written in is not offered.

While the AI is working on the translation, the original message stays readable. Once the translation is ready, it automatically replaces the original in the ticket, so it is not required to reload the ticket. To display the original message again, click "Original" in the switch.

Note: Translations are stored and shared across all agents. If the message was already translated into the chosen language by any agent before, the stored translation is displayed instantly, without contacting the AI provider again.

Translating the whole ticket

To translate all messages of a ticket at once, use the translation switch in the ticket header. Click the language name to translate all messages that have not been translated yet, or click the arrow to choose a different language under "Translate all into". While the messages are being translated, the switch shows the progress, for example "German · 3 of 7". Clicking "Original" in the ticket header switch displays the original of all messages again.

Note: The translation switch is not displayed in a message that arrives while you have the ticket open. To translate such a message, reload the ticket.

Setting your message languages

When you open a ticket, every message that has already been translated into your language is automatically displayed in the translated version, and you can always switch back to the original. By default, your agent panel language is used for this. If you read more languages, or would like to display translations in a language different from your agent panel language, you can set your own order of message languages:

1. Click your avatar in the top-right corner of the LiveAgent panel and select Edit profile,
2. navigate to the Settings section,
3. add up to 5 languages in the Message languages field, and use the arrows to order them from the most preferred,
4. and save the settings.

Each message is then displayed in the first of your languages it is available in, otherwise as it was written. For example, with German as your first language and English as the second, a French message is displayed in German if its German translation exists, in English if only its English translation exists, and in French if it has not been translated yet. An English message is displayed in its original version unless its German translation exists.

Note: Opening a ticket never generates new translations - only translations created earlier by you or your colleagues are displayed automatically. The Message languages field is displayed only if the message translation feature is available in your account, and each agent can set it only in their own profile.

Limits and unsuccessful translations

Not every message can be translated. Very long messages, with more than approximately 40,000 characters of text, cannot be translated, as well as some older messages, and messages created automatically by rules or integrated apps.

When a message cannot be translated, the original message stays displayed, and the system shows one of the following notices above it:

• "This message is already in [language]." - the AI detected that the message is already written in the chosen language, so there is nothing to translate.
• "There is nothing to translate in this message." - the message contains no text to translate, for example only an image or an attachment.
• "This message is too long to translate." - the text of the message exceeds the supported length.
• "Translation failed. Click [language] to try again." or "The translation could not be produced right now." - your AI provider could not be reached, was rate-limited, or returned an error. Such a translation can be retried by clicking the language in the switch again.
• "This message cannot be translated." - the message does not contain content that can be translated.
• "You are not allowed to translate this message." - you no longer have access to the ticket, for example because it was transferred to a department you are not a member of, or the feature was deactivated in the meantime.