Overview

AI Inbox Translations automatically translate customer conversations so your team can read and reply in their preferred language. Incoming customer messages are translated into each teammate’s preferred language, and replies are translated back into the customer’s language.

This removes language barriers and helps your team support customers faster without switching tools.

Here are the languages we currently support →

Turn on AI Inbox Translations (workspace level)

To enable and configure AI Inbox Translations for your workspace:

1. Go to Settings → Support → Translation

2. Toggle ‘Enable AI Translation’ on

3. Configure your Workspace languages:

   • Set the Default language – the primary language for your workspace and the fallback translation language

   • Add Additional languages – up to 2 extra languages teammates can select as their personal preference

4. Choose your Supported languages – the languages the Inbox can automatically detect and translate from

Set personal translation preferences (for teammates)

1. Click on your profile & choose ‘My Profile’ from the bottom left of the Dashboard

2. Toggle AI Inbox Translation on or off for your account

3. Choose your Preferred Language (must be one of the workspace Default or Additional languages)

4. Add any Languages you know to read messages without translation

How translation works in the Inbox

When a conversation includes a customer message in a different language:

• Incoming messages are automatically translated into your Preferred language or your workspace Default language (if no preference is set)

• Your replies are automatically translated back into the customer’s language

Translated messages show the original language below the message. You can:

• Click the language label to switch between the original and translated text

• Hover over a message, click the three-dot menu, and select Show original text

When is a conversation translated?

A conversation is translated only if:

• The customer’s language is different from your preferred translation language, and

• The language is not listed in your Languages you know.

Supported vs. workspace languages

Here’s how the language types differ for AI Inbox Translations:

• Supported languages – Languages Featurebase can automatically detect and translate from

• Workspace languages – The Default and Additional languages teammates can work in

• Preferred translation language – The language each teammate chooses to work in (must be one of the workspace Default or Additional languages)

• Languages you know – Languages a teammate reads fluently without translation

Control translation for a single conversation

If you do not want a specific conversation translated:

1. Open the conversation

2. Click the ••• three-dot menu at the top

3. Click Translate conversation to disable it

To resume translation, use the same menu and enable Translate conversation again.

Troubleshooting AI Inbox Translations

AI Inbox Translation may not start when

• The customer’s language is not a supported language in your workspace.

• You added the language to Languages you know.

• You replied in a language other than your Preferred translation language or workspace Default language (unless you added Languages you know).

Message translations may be skipped when

• Emoji-only content: Messages that consist primarily of emojis won't be translated, as emojis are universal.

• Repetitive messages: Messages with large amounts of repeated text, like spam, won't be translated because they don't provide meaningful text.

• Special character noise: Messages that are full of special characters and symbols without meaningful text will be skipped.

Workspace-level toggle turned off

Turning off AI Inbox Translation at the workspace level immediately stops all new translations across all conversations for all teammates, but previously translated replies remain visible to customers.

AI Inbox Translation only works for your supported languages

AI Inbox Translation is available only for languages listed in your workspace Supported languages. All available languages in Featurebase are listed here.

FAQs