More in Live chat
- Turn on the chat widget
- Two-way translation and AI replies
- Team members, roles and agent routing
- How do I add live chat to my website?
- Why is the chat bubble not showing?
- How do I change the chat widget’s color, position and greeting?
- What do visitors see when nobody is online?
- Can I share a chat link without a website?
- How do I open the chat from my own button?
- How do I hide the chat widget on some pages?
- How do I set up AI replies from my knowledge base?
- How are AI calls counted in chat?
- What can each team role do?
- How do I invite a team member?
- Who on my team can see visitors’ personal data?
- How are conversations assigned to agents?
- How do I create and use canned replies in live chat?
- All guides in this category
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Chat with usShort answer
With two-way translation on, a visitor’s message shows the original plus a translation into the agent’s language, and the agent’s reply reaches the visitor translated into theirs — the visitor sees only the translation. Internal notes are never sent or translated.
What each side sees
Open Live chatChat settingsGreeting & translation and turn on Two-way automatic translation. From then on:
- A visitor’s message appears 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.
- 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.
The Interface language setting is different: it only picks Chinese or English for the bubble’s buttons and never rewrites messages. Translation needs the Pro chat plan.
When a 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, an agent can still translate a single message from the inbox on demand.
Translation and AI replies share one monthly budget of AI calls — see how AI calls are counted.
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