Summary
AI Translation in Wati makes it easier for your team to talk with customers in different languages. It automatically translates both incoming and outgoing messages, so agents can reply in their own language while customers see responses in theirs. This feature saves time, improves agent productivity, and helps businesses connect with a global audience.
Note:
Broadcasts are now Campaigns – same powerful features, updated name!
AI translation feature is currently available in beta for users on the Growth, Pro, and Business plans.
Instructions
Why it the AI translation matters
Save time: Respond faster without switching to external translation tools.
Better agent experience: Let agents work comfortably in their native language.
Global reach: Support customers across multiple languages without hiring additional resources.
AI translation feature overview
All messages are translated automatically - both what customers send and what agents reply.
Agents can read the translation right in the chat and switch back to the original text whenever they want.
Supported messages for AI translation
✅ Customer messages (incoming)
✅ Operator-typed messages (outgoing)
✅ Quick replies
❌ Bot messages
❌ Campaigns
❌ Templates
❌ AI Agent messages
Admin setup for AI translation
Admins can enable AI Translation in Inbox Settings.
Once enabled, you can select a target language for incoming customer messages (currently supports 1 language at a time).
Follow these steps to enable AI Translation:
Go to Settings → Team Inbox Settings → AI Translation.
Turn the AI Translations toggle on.
Select the target language you want incoming messages to be translated into.
Note: Once enabled, all operators in the team will see the translation option in team inbox.
Operator control
Agents can manage translations for each conversation individually:
While chatting with a customer, just enable the AI Translate from the top-left corner of the chat window.
Choose the target language for that conversation.
Once enabled:
The last 5 messages in the chat will be translated automatically.
All new incoming and outgoing messages will also be translated.
Agents can click View original anytime to see the customer’s original text.
Two-way translation
Both customer messages and agent replies are translated.
Agents can click View original at any time to see the untranslated text.
Frequently Asked Questions (FAQs)
AI Translation
1. What is AI Translation feature in Wati?
AI Translation automatically translates incoming and outgoing messages in Wati, allowing agents to communicate with customers in different languages while working in their preferred language.
2. Why is AI Translation useful?
AI Translation helps teams respond faster without using external translation tools, allows agents to work in their native language, and makes it easier to support customers across multiple languages.
3. Which Wati plans support AI Translation?
AI Translation is currently available in beta for users on the Growth, Pro, and Business plans.
4. How does AI Translation work?
AI Translation automatically translates both customer messages and agent replies. Agents can view translated content within the chat and switch back to the original message whenever needed.
Supported content
5. Which message types support AI Translation?
AI Translation supports:
Customer messages (incoming)
Operator-typed messages (outgoing)
Quick replies
6. Which message types do not support AI Translation?
AI Translation does not support:
Bot messages
Campaigns
Templates
AI Agent messages
Translation settings and controls
7. Who can enable AI Translation?
Admins can enable AI Translation from the Team Inbox Settings.
8. How many target languages can be selected for incoming message translation?
AI Translation currently supports 1 target language at a time for incoming customer messages.
9. What happens after an admin enables AI Translation?
Once AI Translation is enabled, all operators in the team will see the translation option in the Team Inbox.
10. What happens when an agent enables AI Translation for a conversation?
When AI Translation is enabled for a conversation:
The last 5 messages in the chat are translated automatically.
All new incoming and outgoing messages are translated automatically.
Agents can view translated messages directly in the chat.
Agents can select View original to see the untranslated text.
11. Can agents view the original message after translation?
Yes. Agents can click View original at any time to see the original, untranslated message.