Inbox translation
Inbox translation automatically translates incoming customer messages into your Inbox language, and translates your replies back into the customer's language before sending. Handle multilingual support without speaking every language your customers do.
Before you start
Inbox translation is available on the Advanced plan.
How it works
Works on every language Zaapi can detect — Thai, Vietnamese, Bahasa, Tagalog, Chinese, English, and more.
Translates inbound — incoming messages are shown in your chosen Inbox language. The original message is preserved and viewable on hover.
Translates outbound — your replies are translated to the customer's language before being sent. The customer sees the translation; you see what you typed.
Doesn't consume AI credits — translation is included in the plan, not metered separately.
Enable Inbox translation
Go to Settings → Personal account settings → Inbox translation.
Set your default Inbox language — the language you want incoming messages translated into.
Toggle the feature on.
The setting is personal — each team member can choose their own Inbox language.
What translation looks like in a Ticket
When a customer messages you in a different language:
The message displays in your Inbox language.
Hovering on the message shows the original.
When you send a reply, Zaapi translates it into the customer's detected language and sends the translated version. Your composer keeps showing what you typed.
When translation isn't applied
Messages already in your Inbox language pass through untouched.
Messages where the language can't be detected reliably (very short messages, emoji-only, mixed language) may not be translated. The original is shown.
Tips
Keep replies clear. Translation works best on simple, direct sentences. Avoid idioms and slang — they don't always translate cleanly.
Confirm names and numbers. Translation can occasionally affect proper nouns and product names. Double-check before sending for high-stakes Tickets.
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