Overview
What is the Message Translation feature?
Message Translation allows agents and supervisors to translate any text message directly within CloudChat. The translation appears in a side panel without altering the original message — the customer never sees it, and the chat history remains intact.
Who is this feature for?
Any agent or user with access to a conversation can use translation. No additional setup is required — the feature is available globally for all CloudChat accounts.
How to use
How do I access message translation?
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During a conversation, hover over the message you want to translate.
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Click the three-dot icon (⋮) at the corner of the message.
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In the context menu, click "Translate" (indicated by a translation icon).
What happens after I click "Translate"?
A side panel opens on the right side of the chat. First, it displays the text "Translating..." with a loading indicator. After a few seconds, the panel updates to show:
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Original content — the message text as it was sent, with all formatting preserved.
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A dividing line.
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Translated content — the translated text with formatting preserved.
Can I translate messages sent by the agent too?
Yes. Translation works for both received messages (from the customer) and sent messages (by the agent or bot). This is especially useful when a supervisor needs to understand responses in a language they don't speak.
Can I translate audio, image, or video messages?
No. The "Translate" option only appears on text messages. Messages that are only images, audio, video, or files (without accompanying text) do not display the option in the context menu.
Language and settings
To which language is the message translated?
The message is translated into the language set in your CloudChat account. For example, if your account is set to Brazilian Portuguese (pt_BR), all translations will be into pt_BR. If set to English, translations will be into English.
Can I manually select the target language?
No. The target language is automatically determined by the account settings. There is no manual language selection during translation.
Where do I configure my account language?
The account language is set in CloudChat's general settings. If you need to change it, access your account settings or contact your organization’s administrator.
Behavior and technical details
Does translation modify the original message?
No. The translation is just a view in the side panel. The original message in the chat remains exactly as it was sent. The customer never sees the translation, and no text is altered in the chat history.
Is message formatting preserved in translation?
Yes. The translation maintains the original message's formatting — bold, italics, lists, links, and other elements appear in both the original and translated content within the panel.
If I translate the same message again, do I need to wait?
No. Once a message has been translated, the result is cached. If you click "Translate" again on the same message, the translation appears instantly without loading.
What happens if the translation fails?
If it fails, the side panel displays the message: "Unable to translate this content". If this occurs, try again in a few seconds. If the problem persists, contact support.
What technology is used for translation?
The translation is performed using artificial intelligence (OpenAI GPT), not rules or a dictionary. This enables more natural translations with better context understanding. However, as with any automatic translation, very rare inaccuracies may occur — especially with highly regional slang, technical terms, or ambiguous phrases.
Recommended use cases
I am an agent and received a message in a language I don't understand. What should I do?
Hover over the message, click the three dots (⋮), and select "Translate". Within seconds, the side panel will show the translation in your account language. You can continue the conversation normally — the translation is only for your reference.
I am a supervisor and want to review conversations in other languages.
Use the translation for messages from both the agent and the customer to understand the full chat. Since the feature covers both received and sent messages, you can follow the entire context without knowing the language.
I serve clients in multiple languages. Do I need to configure anything?
No. Translation works automatically for any source language. Just ensure your account language is correctly set (e.g., pt_BR) — all messages will be translated into that language, regardless of what language the customer used.
Additional frequently asked questions
Do I need to activate translation in my account?
No. The feature is available globally for all accounts. No additional setup is required for each account or agent.
Can the customer see that I translated their message?
No. The translation is completely invisible to the customer. It only appears in the agent's side panel, without notifications or changes to the chat.
Does translation work for bot messages (ClaudIA)?
Yes. Messages sent by the bot can also be translated — they are treated as sent messages, just like those from a human agent.
Is there a limit to how many times I can translate?
No, there is no documented limit per agent or conversation. Use the feature whenever needed.
Does translation work offline?
No. Since translation is performed via cloud AI, an internet connection is required to use it.