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 conversation 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 on the three-dot icon (â‹®) in 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 to the right of the conversation. First, it displays "Translating..." with a loading indicator. After a few seconds, the panel updates to show:
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Original Content — the message text as sent, with all formatting preserved.
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A divider line.
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Translated Content — the translated text with formatting preserved.
Can I translate messages sent by the agent as well?
Yes. The 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 what was responded in a language they do not speak.
Can I translate audio, image, or video messages?
No. The "Translate" option only appears on text messages. Messages that are solely images, audio, video, or files (without accompanying text) do not show the option in the context menu.
Language and Settings
Into which language is the message translated?
The message is translated into the language set in your CloudChat account. For example, if the account is set to Portuguese (Brazil) (pt_BR), all translations will be into pt_BR. If it’s set to English, translations will be into English.
Can I manually choose the target language?
No. The target language is determined automatically based on your account settings. Manual language selection during translation is not available at this time.
Where do I set my account language?
The account language is configured in the general settings of CloudChat. If you need to change it, go to your account settings or contact your organization’s administrator.
Behavior and Technical Details
Does translation modify the original message?
No. The translation is only a viewing feature in a side panel. The original message in the chat remains exactly as sent. The customer never sees the translation, and no text is changed in the conversation history.
Is the message formatting preserved in translation?
Yes. The translation maintains the original message formatting — bold, italics, lists, links, and other elements appear in both the original and translated content within the panel.
Do I need to wait if I translate the same message again?
No. Once a message is translated, the result is cached. Clicking "Translate" again on the same message displays the translation instantly, without loading.
What happens if the translation fails?
If it fails, the side panel shows the message: "Unable to translate this content". If that occurs, try again in a few seconds. If the problem persists, contact support.
What technology is used for translation?
Translation is performed using artificial intelligence (OpenAI GPT), not rule-based or dictionary-based systems. This allows for more natural translations with contextual understanding. However, as with any automatic translation, rare inaccuracies may occur — especially with very regional slang, specific 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 display the translation into your account’s language. You can proceed with the conversation normally — the translation is for your reference only.
I am a supervisor and want to review interactions in other languages.
Use translation on both agent and customer messages to understand the full conversation. Since the feature covers both received and sent messages, you can follow the entire context without needing to speak the language.
I handle clients in multiple languages. Do I need to configure anything?
No. Translation works automatically for any source language. Just ensure your account language is set correctly (e.g., pt_BR), and all messages will be translated to that language, regardless of what language the customer used.
Additional FAQs
Do I need to enable translation on my account?
No. The feature is available globally for all accounts. No additional configuration per account or agent is necessary.
Can the customer see that I translated their message?
No. The translation is completely invisible to the customer. It appears only in the agent’s side panel, with no notifications or conversation changes.
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.