Letterbook Docs
Auto translate responses
Translate outgoing replies to the customer's language before sending.
Last updated June 25, 2026
What this guide covers#
Auto Translate Responses translates outgoing replies to the customer's language before sending. Use it when customers write in a non-default language and your team drafts replies in English.
Configure it in Settings > Automations > Auto Translate Responses.
How it works#
When Letterbook detects a non-default language in the conversation, the reply composer can translate outgoing replies to that customer language.
The organization setting controls the default. Agents can override the reply translation setting per conversation when needed.
When to enable it#
Enable Auto Translate Responses when:
- Your team drafts in English but supports customers in other languages.
- You want multilingual support without requiring every agent to speak every customer language.
- The subject matter is usually low or moderate risk.
- Agents will still review the final outgoing reply.
Leave it disabled when:
- Agents write directly in the customer's language.
- The ticket frequently involves legal, financial, security, or compliance nuance.
- The customer language detection is uncertain.
- Your team wants explicit per-reply control.
Agent review checklist#
Before sending a translated reply, confirm that:
- The English draft is accurate before translation.
- Names, numbers, plan names, dates, and URLs are correct.
- The translated reply does not change policy meaning.
- Any promised action has actually been completed or approved.
- The tone is appropriate for the customer.
Relationship to Auto Translate#
Auto Translate affects how incoming messages are displayed to agents. Auto Translate Responses affects the language of outgoing replies.
Many teams enable incoming Auto Translate first, then enable Auto Translate Responses after testing translated outgoing replies on real examples.