What it is

Messages received in a different language, are automatically translated so that the user can read messages in their own local language and reply to messages can then be translated to the same language it was received in.  Microsoft Translator is utilized for this function which supports up to 120 languages 

How it Works

When a message is received, the user can select the translation function which automatically detects the language of the message and the user's local language from their device settings and displays the translated message alongside the original message.  To reply, the user types the message in their local language and then selects the translation function to display the translated text before sending it.  

Why 

The majority of users only speak one language, but businesses obviously need to respond to customers in their language and the need for translation services is increasing rapidly for the following reasons:

1. Laws are being introduced in some US states to enforce communication in the customer's native language.
   
2. Spanish is the native language for 13.4% (41 million) of the US population and French is the first language for 22.8% (35 million) of the Canadian population although the majority (85.4%) live in Quebec (in 2023). 
   
3. Multi-culturalism, the international workforce, virtual working and increasing globalization are all contributing to the need for translation.   
   
4. It is becoming uneconomic to use translation services, employ multi-lingual staff or to re-direct enquiries to specific members of staff that speak the same language as the customer.  
   

1. Only available in the Professional plan

The user can see the language that has been automatically detected in the right-side panel and has the option to choose a new language when replying or sending a message for the first time.  

Currently the user must click on the translate feature in each message to view the translation.  The feature will be further improved in Version 2.1  to display the original and translated messages and both will be included in the archive.

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Supported Languages

Microsoft Translator which is a component within Microsoft Cognitive Services is used for translation which at the time of writing this article supports 110 languages including the following.  See the languages under the Text column in Microsoft Translator for more information and a list of the latest support languages.