As an agent, you are assigned with a primary language and one or more languages of fluency. If the chat request is not in any one of these languages, you can use the automatic translation tool to process the request. The tool translates chat conversations between you and the customers, offering the flexibility to communicate in a language of fluency. offers chat translation support for English, Russian, German, Japanese, Spanish, French, Chinese, Portuguese, Italian, and Polish.
The multilingual chat flow can be represented as follows:
Note: Automatic translation is available only in the absence of language match or a secondary language match. The Google translation logo then shows under the chat window in the Control Panel. The logo appears only the first time during an interaction. On the chat log, the Google Translation appears as a single line without the logo.
In the case of a primary language match, automatic translation is disabled.
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