Two-way translation and AI replies

How two-way translation works

Open Live chatChat settingsGreeting & translation and turn on Two-way automatic translation. From then on:

• A visitor's message appears in the inbox as the original plus a translation into the agent target language. "Auto" uses the agent's browser language.
• An agent's reply is translated into the visitor's language, and the visitor sees only the translation. Auto detects the language from the browser and the text.
• Internal notes are never sent to the visitor and are not translated.

Supported languages include Simplified and Traditional Chinese, English, Japanese, Korean, German, French, Spanish, Portuguese, Russian, Arabic, Italian, Thai, Vietnamese, Indonesian, Turkish, Dutch and Polish.

When translation fails

Translation runs while the message is sent, with a budget of about 3 seconds. If it fails, the message still goes out in the words the agent typed, and the inbox shows "translation failed, original sent". With automatic translation off, you can still translate a single message from the inbox on demand.

AI replies from your knowledge base

Under Live chatAutomationAI replies, choose when the assistant answers: never, only when nobody is online, or always as first responder. It answers only from your knowledge base — the articles, Q&A pairs and URLs you add under Live chatAutomationKnowledge base — and says so when it cannot find an answer.

1. Add 10–20 articles first. Shipping, refunds, pricing, account. Short articles with one topic each work better than one long FAQ page.
2. Set the handoff rule. Hand over to a human after N unanswered turns, when the visitor asks for a person, or on keywords such as "refund" or "cancel". The visitor sees a system line; the agent sees the whole AI conversation.
3. Keep the AI label on. Replies are marked as automated in the visitor window. In many regions that disclosure is required; it also sets expectations.

Knowledge-base limits are 20 items on Free, 200 on Pro, 2,000 on VIP 1 and 10,000 on VIP 2.

How AI calls are counted

Translation and automatic replies share one monthly budget of AI calls: 30 on Free, 300 on Pro, 2,000 on VIP 1 and 10,000 on VIP 2. One translated message is one call; one AI reply is one call. An exact match against a Q&A pair does not count. Usage is on Chat plan & usage. When the budget is used up, translation and AI replies pause until the 1st of next month; human chat continues.

Safety and privacy

• Message text is sent to the translation and language model providers only for the message being processed; it is not used to train models.
• Agents can edit an AI draft before it is sent when the assistant is in suggest mode rather than auto-reply.
• Your chat privacy notice should mention automated replies and translation. A template is linked on that page.

Product details are on AI chat and translation.