Live Translation

Live translation lets you support customers in their language without writing in it yourself. You reply in English (or whatever language you use), and the customer sees the message translated into their language. Incoming customer messages can also be shown to you in your language. It works across 60+ languages, far more than the 12 your help-center content supports.

How it works

1. Convot detects the customer’s language from their browser settings when the widget loads. This is refined by the actual language of their first typed message.
2. When you send a reply, Convot checks whether the customer’s detected language differs from the reply’s language. If it does, it translates the reply before delivering it to the widget.
3. The customer sees the translated text. You see the original in the thread.

The detected language is stored on the contact’s profile. You can see it in the Contact sidebar.

Agent-side translation

Incoming customer messages can be shown to you in your language. A “Translated from [language]” label appears below the message in the thread when a translation is active.

Language detection

Detection runs server-side on the contact’s first inbound message. The client-side browser locale (navigator.language) is used as an initial signal at session creation; the server confirms or overrides it from what the visitor actually typed. Subsequent messages inherit the detected language without running detection again.

Limitations

• Translation quality depends on the underlying translation service.
• Very short messages (greetings, single words) may not provide enough context for accurate language detection.
• If the detected language is wrong, there is currently no manual override in the UI - contact support if this is a persistent issue with a specific customer.