Reply to users in their language with Live Translate

Freshchat allows you to send replies to your users in their language in real-time. All you have to do is turn on the Live Translate feature.

Freshchat can auto-detect the language of your users from their browser settings.

Set up Live Translate

To turn on Live Translate in your Freshchat account, you need a Google Translate API key. Here’s how you can get your Google Translate key.

• Go to Admin Settings > Configuration and Workflows > Conversation Live Translation

• Move the toggle to Enabled
• Add your Google Translate Key 

• If the validation is successful, you’ll get a tick mark against your Google Translate Key
• If not, you’ll get a warning; you will need to enter the right key again.

Live Translate in Action

Once Live Translate is enabled, agents need to Turn on Translation to use it. They can do this by clicking on their image in the top right corner of the screen.

When a user sends a message in any language other than English, it will be auto-translated to English as shown in the image below.

Note: The first priority is given to the language you have configured in Freshchat . If you have not set up any language, then your browser locale will be taken into consideration.

Agents can identify the language with the indicator on the left, above the reply text box. 

Any reply the agent sends will be auto-translated into the user’s language. Agents can see the translated text by clicking 'Show Translated' under the text. 

If an agent wants to send a specific message in English, for example, a setup instruction, they can enable the 'Do not translate this reply' toggle in the top right above the reply text box. This specific message won’t be translated into the user’s language.

At any point, the agent/customer can see the original message sent by the agent/user. This will be useful for exceptional scenarios if the message translated by Google has some errors or if the literal translation conveys something other than the intended message.

Important note

Here’s a list of Freshchat instances currently supporting Live Translate.