Activating and deactivating AI translation for ticket conversations

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Support | Team, Professional, or Enterprise

The setting to activate AI translation for outbound email, web form, and API messages is currently in an Early Access Program (EAP). Sign up for the EAP here.

Account admins can give agents the ability to use AI to automatically translate ticket conversations, if they choose, by activating the feature in Admin Center. For information on how AI translation works, see Understanding conversation translation. For information about agents can use AI translation after it is activated, see Translating conversations in the Zendesk Agent Workspace. You can find information about supported languages for conversation translations in the Zendesk language support article.

This article includes the following topics:

Activating conversation translation for agents

Deactivating conversation translation for agents

Activating conversation translation for agents

To activate conversation translation

In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.

Click Comment options for agents to expand it.

In Allow agents to translate conversations select one or both of these options depending on which channels you want to include for automatic AI translations.

Click Save.

Agents can now choose to automatically translate messages for the channel types you specified.

Deactivating conversation translation for agents

To deactivate conversation translation

In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.

Click Comment options for agents to expand it.

In Allow agents to translate conversations, deselect on or both of these options.

Live chat and messaging channels

Email, web form, and API channels

Deselecting Live chat and messaging channels automatically deactivates conversation translations for all channel types.

Click Save.

Agents can no longer use AI to automatically translate ticket conversations.