Announcing AI Translations for messaging channels

Announced on | GA rollout starts | GA rollout ends
Aug 3, 2026 | Aug 3, 2026 | Aug 14, 2026

Zendesk is making AI translations generally available for messaging channels, extending AI-powered translation to real-time chat and messaging conversations.

This announcement contains the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

AI translations, already available for email, web form, and API, now support messaging channels (live chat and messaging). Translations run in real time so agents and customers can communicate in their own languages during live conversations.

In addition to AI translations for async channels, you get AI translations for incoming and outgoing messaging channels, providing the same experience you already know.

Why is Zendesk making this change?

Customers told us translation quality matters most in real-time channels, where accuracy and context directly affect satisfaction. AI translations bring higher-quality, more consistent translations to messaging channels.

What do I need to do?

This change applies to customers using AI translations.

If you are already using AI translations for async channels, no action is needed. AI translations for live chat and messaging channels is automatically activated using your existing settings.

If you aren't using AI translations, select AI translations for all channels as your translation option on the Ticket > Setings page in Admin Center. For details, see Turning on and off AI translation for ticket conversations.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.