Live translate overview

Live Translate lets your team support customers in their own language inside the existing inbox: customer messages are translated for your agents, and agent replies are translated back into the customer's language before sending.

Beta. Live Translate is in beta and must be enabled for your workspace. The settings and controls described here appear once it is enabled.

The two directions

• Inbound (customer → agent) — when a customer writes in a language your agents don't speak, Helpin detects the language and shows a translation in the thread. The original text stays one click away.

• Outbound (agent → customer) — you draft in your own language; the composer offers a translation preview into the customer's language before sending. You can edit the translated text, and what the customer receives is exactly what you approved.

What gets translated

• Customer chat and email messages (inbound).

• Agent replies sent to widget or email channels (outbound).

• AI-generated answers are translated through the same pipeline when the conversation's target language differs — AI answers and human replies share the same translation quota.

• Internal notes are never translated — notes remain in the agent's language and stay internal.

Key principles

• Original text one click away — translated messages show a small "Translated from Spanish" label with Show original / Show translation toggles.

• Agent stays in control — outbound translation is previewable and editable before send; a Send without translation action is always available if translation fails.

• Customer sees only the delivered text — the customer-visible message is stored exactly as sent; the agent's original draft is kept for the agent's own view.

• Translation ≠ AI answering — Live Translate changes language; AI support changes content. The two compose: AI generates the answer, then translation renders it in the customer's language.

Where the docs live in this section

• Language detection & per-conversation language controls — how languages are detected and controlled per conversation.

• Translation quotas & settings — workspace settings, quotas, and usage.