Languages & AI Translation

Languages

The Languages tab enables you to configure your primary interface language for the AI Translation feature (AI Copilot add-on):

Primary Language

What it does: Set up automatic translation preferences for customer conversations.

Configuration:

• Select your preferred language from the dropdown menu.
• Example shown: Spanish.
• Changes apply immediately throughout the interface.
• Does not affect customer-facing messages.

When auto-translate is active: All incoming customer messages are automatically translated into your primary language, allowing you to work in your native language regardless of the customer's language.

Available languages: Contact your organization administrator or Hubtype support to confirm which interface languages are available.

Saved Auto-Translate Languages

Configure which languages should automatically be translated in your conversations, enabling seamless multilingual customer support without language barriers.

How it works:

• When a customer sends a message in a configured language, AI Copilot automatically detects and translates it.
• Your responses in your primary language are automatically translated back to the customer's language.
• Translation happens in real-time during active conversations.

Always Translate

Purpose: Define languages that should always be translated to your primary language when detected in customer messages.

Configuration:

• Check Select all to enable translation for all available languages.
• Or select specific languages individually (e.g., "British English").
• Selected languages appear in the list with checkboxes.

Use case example:

• You work in Spanish.
• Customer sends message in English.
• You add English to Always Translate.
• All English messages automatically translate to Spanish.
• Your Spanish responses automatically translate to English for the customer.

Best practice: Add languages you frequently encounter but don't speak fluently to ensure smooth communication.

Never Translate

Purpose: Define languages that should never be translated, even when detected in customer messages.

Configuration:

• List languages where you prefer to see original messages.
• No translation applied regardless of AI Copilot settings.
• Messages appear exactly as customer sent them.

Use case example:

• Your primary language is Spanish.
• You also speak English fluently.
• You add English to Never Translate.
• English messages remain in English (no translation to Spanish).
• Allows you to respond directly in English without translation layer.

Best practice: Add languages you speak fluently to Never Translate to maintain direct communication and avoid translation artifacts or delays.

Translation Requirements

Prerequisites:

• AI Copilot must be enabled for your organization.
• AI Real-Time Translation feature must be activated.
• Your organization must have active Copilot subscription.

Translation behavior:

• Works bidirectionally (customer → agent, agent → customer).
• Preserves formatting, emojis, and special characters when possible.
• Applies to text messages only (attachments, media not translated).
• Translation indicators appear in conversation view.
  

Last updated: November 2025