Turning on and off AI translation for ticket conversations

<body>
<p id="docs-hc-snippet" style="display: none;">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, seeUnderstanding conversation translation. For information about how agents can use AI translation after it is turned on, seeTranslating conversations in the Zendesk Agent Workspace. You can find information aboutsupported languagesfor conversation translations in the Zendesk language support article.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832500506" target="_blank">Understanding conversation translation</a>. For information
about how agents can use AI translation after it is turned on, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6327770807450" target="_blank">Translating conversations in the Zendesk Agent Workspace</a>.
You can find information about <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01K2QCJ8MR8C5MPRDAQ9MT1NN9" target="_blank">supported languages</a> for conversation
translations in the Zendesk language support article.</p>
<p class="p" dir="ltr">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_zsw_w3d_3nb__ul_dlz_vtk_hzb">
<li class="li"><a class="xref" href="#topic_mvp_j5k_hzb">Turning on conversation translation for agents</a></li>
<li class="li"><a class="xref" href="#topic_ywt_5cq_zgc">Turning off conversation translation for agents</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_mvp_j5k_hzb">
<h2 class="title topictitle2" id="ariaid-title2">Turning on conversation translation for agents </h2>
<div class="body">
<p class="p" dir="ltr"><strong class="ph b">To turn on conversation translation</strong></p>
<div class="p">
<ol class="ol" id="topic_mvp_j5k_hzb__ol_tzn_ywk_hzb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_mvp_j5k_hzb__image_x4g_z3c_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Comment options for agents</strong> to expand it.<p class="p">The translation
settings appear.</p>
<p class="p"><img class="image img-screenshot" id="topic_mvp_j5k_hzb__image_p52_wwk_hzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/translate_ai_all_channels.png" width="600"></p>
</li>
<li class="li">In <strong class="ph b">Allow agents to translate conversations</strong>, select from these options
depending on which channels you want to include for automatic AI
translations. You can also choose to notify your end users that messages
sent to them include AI-translated material.<ul class="ul" id="topic_mvp_j5k_hzb__ul_ory_yh2_q3c">
<li class="li">
<strong class="ph b">Translate with AWS translate</strong>: Selecting <strong class="ph b">Allow agents to
translate conversations</strong> automatically turns on AWS translate
for inbound and outbound messages on live chat and messaging
channels. It also turns on AWS translate for outbound email, web
form, and API channels.</li>
<li class="li">
<strong class="ph b">AI translations for all channels</strong>: Selecting this option
activates AI for translations across all channels, both inbound and
outbound. All channels will use AI translations, including live chat
and messaging channels. AI translations replace AWS translate,
providing higher quality translations. </li>
<li class="li">
<strong class="ph b">Show AI translation disclosure</strong>: This setting adds a
"Translated by AI" note to all translated messages sent to end
users. Select this option if you want end users to know that
messages sent to them include AI-translated material. Your agents
will see the note regardless of whether this option is on or off.
This setting does not apply unless you have <strong class="ph b">AI translations for
all channels</strong> selected.<div class="note" id="topic_mvp_j5k_hzb__note_xjt_bmx_2kc">
<span class="notetitle">Note:</span> The
<strong class="ph b">Show AI translation disclosure</strong> setting is available
for email, web form, and API channels only.</div>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p" dir="ltr">Agents can now choose to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6327770807450" target="_blank">automatically translate messages</a> for the channel types
you specified.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ywt_5cq_zgc">
<h2 class="title topictitle2" id="ariaid-title3">Turning off conversation translation for agents </h2>
<div class="body">
<p class="p"><strong class="ph b">To turn off conversation translation</strong></p>
<div class="p">
<ol class="ol" id="topic_ywt_5cq_zgc__ol_tks_dyk_hzb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ywt_5cq_zgc__image_x4g_z3c_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Comment options for agents</strong> to expand it.</li>
<li class="li">Deselect <strong class="ph b">Allow agents to translate conversations</strong>.<p class="p">Deselecting
<strong class="ph b">Allow agents to translate conversations</strong> automatically turns
off conversation translations for all channel types. The settings for
<strong class="ph b">AI translations for all channels</strong> and <strong class="ph b">Show AI translation
disclosure</strong> are automatically deactivated. </p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
Agents can no longer use AI to automatically translate ticket
conversations.</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9837507006106",
"url": "https://support.zendesk.com/hc/en-us/articles/9837507006106",
"headline": "Turning on and off AI translation for ticket conversations",
"description": "You can enable or disable AI translation for ticket conversations by adjusting the settings in the Admin Center, allowing agents to translate messages automatically across specified channels.",
"articleSection": "Ticket customization",
"datePublished": "2025-10-16T21:41:29+00:00",
"dateModified": "2026-08-10T16:23:54.484824+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9837507006106"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script>
</body>