How to Translate Messages with AI

AI translation lets you communicate with customers who speak different languages. When enabled, your replies are translated to the customer's language before sending, and incoming customer messages can be translated to your preferred language.

How it works: Translation is toggled per conversation using a button in the message composer. When the translate button is active, Converge translates your outgoing messages to the customer's detected language. Incoming messages that have been translated show both the original text and the translation inline.

When translation appears: The translate button only shows when Converge detects the customer speaks a different language than your preferred language. If the customer and agent share the same language, the translate button won't appear.

Why use AI translation:

• Global support: Serve customers worldwide without hiring multilingual staff
• Better understanding: Avoid miscommunications from language barriers
• Faster resolution: No need to switch to external translation tools
• Customer comfort: Customers can communicate in their native language

Translation uses your preferred language to determine what to translate from and to. This is set at two levels:

Company target language: Your workspace has a default target language configured in company settings. This is the baseline for all agents.

Per-agent preference: Each agent can set their own preferred translation language in their profile settings. This overrides the company default. For example, if the company language is English but an agent speaks Spanish, they can set Spanish as their preferred language.

Customer language detection: Converge detects the customer's language from their profile (set during platform connection or from their messaging platform profile). The translate button appears when the customer's language differs from the agent's preferred language.

Both texts shown: Translated messages always display both the original and translated text together, separated by a language indicator showing the source and target languages. This lets you verify the translation and see the exact wording the customer used.

Translation is activated per conversation using the translate button in the message composer.

Enable translation: In the message composer toolbar, click the translate button (shows the customer's language flag when active). When enabled, your outgoing messages will be translated to the customer's language.

Viewing translated messages: Messages that have been translated show both the original text and the translation, separated by a language indicator with flags (e.g., "ES → EN"). You always see both versions so you can verify the translation.

Multiple target languages: If a message has been translated to multiple languages, a dropdown lets you switch between available translations.

Sending translated replies: When the translate toggle is active, compose your reply in your preferred language and send normally. Converge translates the message before delivering it to the customer. The customer sees the translated version, and the original is stored alongside it.

Translation failures: If translation fails (e.g., AI provider is down), you'll see an error notification and the message won't be sent. The translate toggle will be disabled so you can send without translation.

AI translation is powerful but has limitations. Follow these practices for the best results.

Best practices:

• Keep it simple: Simple, direct language translates better than complex sentences with idioms or slang
• Avoid humor: Humor often doesn't translate across cultures and may be confusing
• Verify important information: For critical details (dates, numbers, technical specs), confirm understanding even with translation
• Use formatting: Bullet points and numbered lists translate more reliably than paragraphs

Known limitations:

• Technical jargon: Industry-specific terms may not translate perfectly. Provide definitions or use simpler language.
• Cultural nuances: AI can't always capture cultural context. Be aware of formality levels — some languages use formal vs informal address (like Spanish tú/usted).
• Accuracy: Translation is very good but not perfect. For critical conversations, consider a human translator.
• Character limits: Some platforms have message length limits. Translation might expand text, so keep messages concise.

Platform-specific considerations:

• WhatsApp: Very popular in non-English markets. Translation is especially valuable for WhatsApp support.
• Telegram: Supports many languages natively, but translation still helps for cross-language communication.

AI translation vs AI suggestions: These are separate features. You can use AI translation without AI suggestions (or vice versa). Translation handles language conversion, while suggestions generate response content.

Success indicator: When you can seamlessly communicate with a Spanish-speaking customer even though you only speak English — and they're satisfied with the support — AI translation is doing its job.