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.
Instructions
Why it 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.
Who can use it
This feature is currently available in beta for users on the Growth, Pro, and Business plans.
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
✅ Customer messages (incoming)
✅ Operator-typed messages (outgoing)
✅ Quick replies
❌ Bot messages
❌ Broadcasts
❌ Templates
❌ AI Agent messages
Admin setup
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)
General questions
1. Who can use AI Translation in Wati?
→ AI Translation is currently available in beta for users on the Growth, Pro, and Business plans.
2. What types of messages are supported?
→ Translation works for:
Incoming customer messages
Outgoing agent messages
Quick replies
It does not apply to:
Bot messages
Broadcasts
Templates
AI Agent messages
Admin setup
3. Can admins set more than one target language?
→ No. At this time, admins can only select one target language for the team.
4. Once enabled, will all agents see the translation option?
→ Yes. As soon as the admin enables AI Translation, every agent in the team inbox will see the translation option in their conversations.
Agent controls
5. Can agents change the target language during a conversation?
→ No. The target language is set by the admin for the whole team. However, agents can manually adjust the detected language of a customer’s messages if it’s incorrect.
6. Can agents view the original customer message?
→ Yes. Agents can click View original at any time to see the untranslated text.
7. How many past messages are translated when AI Translate is enabled?
→ The last 5 messages in the conversation will be translated automatically, along with all new messages going forward.
Templates and broadcasts
8. Will translations affect saved templates?
→ No. Templates always remain in their original language.
9. Does AI Translation work for broadcasts or AI Agent messages?
→ No. These message types are not included in AI Translation.