Automatic conversation translation

When a visitor writes in a different language than yours, Omnifox can automatically translate the message with AI so you see it in your own language, without leaving the chat or copying text into an external translator.

How it works

As soon as an inbound message arrives, the system detects the visitor's language and, if it differs from yours (the language set on your agent profile), translates it automatically. The translation is billed to the workspace's AI credit balance. If the language matches, no translation happens and no credit is used.

What it looks like in the chat

1. The translated message shows a "Translated by AI" label under the bubble.
2. Click View original to expand the text exactly as the visitor wrote it, in their language.
3. Click again to collapse the original and go back to just the translation.

Example

A Webchat visitor writes in Portuguese, "Preciso de ajuda com meu pedido." The agent, set to English, automatically sees "I need help with my order," with the translation label and the option to view the original Portuguese text.

Tips

• This automatic translation of inbound messages is currently available mainly on Webchat, and is being rolled out to more channels over time.
• To translate an outbound message yourself into the visitor's language before sending, use the "Translate to visitor's language · Omnifox AI" button in the composer toolbar — it's a complementary feature to this one.

Troubleshooting

If a message doesn't get translated, check that the detected language is actually different from yours and that the workspace has AI credit available — without balance, automatic translation is skipped.