Letterbook Docs
Auto translate conversations
Show non-English customer conversations translated into English by default.
Last updated June 25, 2026
What this guide covers#
Auto Translate controls how agents see non-English customer messages. When enabled, Letterbook translates non-English conversations into English by default.
Configure it in Settings > Automations > Auto Translate.
How it works#
Letterbook compares incoming message language against your organization's default language. When a conversation contains a non-default language and Auto Translate is enabled, the conversation view shows the translated version by default.
Agents can still switch back to the original text in the conversation.
When to enable it#
Enable Auto Translate when:
- Your support team primarily works in English.
- Customers write in multiple languages.
- Agents need to triage foreign-language tickets quickly.
- You want a consistent default view for multilingual queues.
Leave it disabled when:
- Agents often support customers in the customer's original language.
- Exact wording matters, such as legal, policy, or abuse reviews.
- Your team wants to decide case by case whether to translate.
Review guidance#
Translation helps agents understand tickets faster, but it should not replace judgment.
Before acting on a translated message:
- Check the original text when the issue is sensitive.
- Be careful with names, addresses, product terms, and legal language.
- Ask for clarification if the translated meaning is ambiguous.
- Use Auto Translate Responses only when the outgoing reply should be translated too.