Translation
Support customers in any language. Bookbag auto-translates incoming customer messages into your team's language right in the ticket, and lets agents send replies in the customer's language with AI compose.
View as MarkdownYour customers don't all speak the same language — your team shouldn't have to either. Translation works in both directions: it reads for you, auto-translating incoming customer messages into your team's language inside the ticket, and it helps you write, turning your reply into the customer's language before you send.
Open the agent's Help desk → Translation settings. Turn on translation and pick your team's preferred language — the language Bookbag translates incoming messages into and composes in.
Turn it on
- 1Enable translationFlip the toggle in the Translation settings.
- 2Pick your preferred languageChoose the language your team works in. Bookbag offers a wide list of languages.
- 3Open any ticketCustomer messages are now translated automatically, and the AI compose Translate action is ready for your replies.
Reading: incoming messages, translated for you
With translation on, opening a ticket shows the customer's messages translated into your preferred language — so a German customer's message reads in English (or whatever your team uses) without leaving the inbox. A small banner at the top of the thread tells you translation is active and which language it's translating into.
- Only customer messages are translated. Your replies, internal notes, and system events are always shown as written.
- Show original — every translated message has a toggle to flip back to the customer's original text, and back again.
- Cached per message — each translation is computed once and reused, so re-opening a ticket is instant.
Translation applies to customer messages on a ticket regardless of where they came from — chat widget, email, or another channel — because everything lands in the same timeline.
Writing: reply in the customer's language
Translation is also part of the AI compose toolset in the reply composer. Write your reply in your own language, then choose an action — Bookbag rewrites it and returns the new text for you to review before sending:
| Action | What it does |
|---|---|
| Translate | Convert the reply to another language. |
| Friendly | Warm up the tone. |
| Formal | Make it more professional. |
| Rephrase | Reword while keeping the meaning. |
| Expand | Add more helpful detail. |
| Grammar | Fix grammar and spelling. |
| Format | Clean up structure and formatting. |
AI compose returns suggested text — you stay in control. Read the rewrite, edit if needed, then send.
Translation uses your agent's model. If no model/provider key is configured or a request can't complete, Bookbag simply shows the original text (incoming) or returns your draft unchanged (outgoing) — you never lose a message.