Auto-translation

With auto-translation, your team can talk to people who write in a language they don’t read. Incoming messages are shown in your language. You write your reply in your language, and it is sent in the visitor’s language.

Switch it on

1. A manager allows translation for the project under Project settings → AI → Translation.
2. In a conversation, each agent can switch on Translate for themselves. Commelia detects the conversation’s language, e.g. tr → de, and remembers your choice for that language pair.

Translation is personal: it only applies to the agent who switches it on. Colleagues see the conversation as it is, or in their own language if they switch it on too.

How it works

• Incoming messages show the translation, marked Translated from …. Use Show original to see what the visitor wrote.
• The reply box shows Write in German, sent in Turkish. Translate & send translates your reply and sends it. If the translation fails, nothing is sent.
• Your sent replies are marked Sent in …. Switch between your own text and the text that was sent.
• If the detected language is wrong, correct it in the conversation.
• Visitors see a note on translated replies in the chat widget.

Privacy and costs

• Language detection runs inside Commelia; nothing is sent anywhere to detect a language.
• Text is only sent to the AI provider for translation while an agent with translation switched on views the conversation or sends a translated reply. Each message is translated at most once per language.
• Known personal data is masked before it is sent, if this is switched on for the project.
• Translations count towards your plan’s monthly AI usage.
• The conversation itself always stores what the visitor actually wrote and received, so exports, the API and webhooks are unaffected.