What is two-way chat translation?

Why it matters

Hiring native speakers for every market is expensive, and visitors are more likely to ask — and to buy — when they can write in their own language. Machine translation is now good enough for most support conversations: order status, shipping, product questions, account help.

Watch for accuracy

• Agents should see the original next to the translation, so they can spot when a translation lost meaning.
• Product names, prices and codes should stay unchanged.
• Translation should be skipped when both sides already share a language, to avoid needless rewording.
• For legal or medical topics, hand over to someone who speaks the language.

Two-way translation in TapCub

Two-way auto translation is a per-site switch. When it is on, visitor messages reach agents with the original and the translation; agent replies are translated into the visitor's language, and the visitor sees only the translation. Translation runs only when the two languages differ. With the switch off, agents can still translate any message from its menu. If a translation fails, the original is sent and the agent is told.

Translation uses the same AI configuration as the assistant; you can use your own DeepSeek or OpenAI-compatible key, and the monthly usage report separates translations from AI answers.

For what gets translated, what does not, and how to run cross-border support with it, see cross-border customer support with chat translation.