If a customer writes to you in a language you do not read comfortably, you can now translate the whole conversation for your own reading, right there in the Inbox. Nothing you turn on here is sent to the customer, and nothing about what they receive changes.
What it does
At the top of any open conversation, next to Show events, there is a Translate button. Turn it on and pick a language, and every message in the thread (the customer's, Arbyn's, your teammates', and any internal notes) renders in that language for you. The real, original text is never thrown away: click Show original under any translated message to see exactly what was actually written, then switch back whenever you like.
This is a reading aid for you, full stop. It is a completely different tool from the Translate to… button in the reply box, which translates a draft you are about to send. Turning reading-translation on or off never touches your draft, and translating a message for your own reading is never sent to the customer, logged as a reply, or visible to them in any way.
Where to find it
Open any conversation from the Inbox. The Translate button sits in the header row, alongside Show events, Escalate, and Close.
Setup (step by step)
Open a conversation.
Click Translate at the top of the thread.
Pick a language from the searchable list. The thread translates within a few seconds, and any new message that arrives while it is on translates automatically too.
Click Translate again and choose Show original (turn off) to instantly revert the whole thread. Nothing is re-fetched. Your browser already has both versions.
How it works
Each translated message carries a small "Translated for you" note so you always know you are reading a translation, not the customer's actual words. Click Show original on that note to reveal the real text for that one message without losing the translation on the rest of the thread.
A message that is already confidently in the language you picked is left alone rather than translated pointlessly, so turning this on for a thread that is already in your own language does nothing and costs nothing. Once a message has been translated into a language, it is remembered, so re-opening the same conversation, or a teammate opening it with the same target language, does not translate it again.
Two people can look at the same conversation with two different target languages at the same time, and each person sees their own correct translation. Nobody's choice overwrites anybody else's.
If a translation genuinely cannot be produced for one message, that message shows a plain "Translation unavailable" note and falls back to showing you the real original text. It never shows a blank message or a stale guess.
The button tells you what actually happened
The button itself reports the real outcome, not just the language you picked. It reads Translating... while the work is in flight, then settles into one of three states:
Translated to French (or whichever language) means every message that needed translating has one.
Partly translated to French means some messages came back and some did not. Those that did not are shown in their original language, so you can see exactly which ones. Some messages translated is not the same as the whole thread translated, and the button will not pretend otherwise.
Translation failed means nothing came back. The thread stays in its original language and the button offers Try again.
This matters because the older version of this button said "Translated to French" from the moment you picked a language, whether or not a single word had been translated. If the translation service was down, the interface said it had worked and the conversation simply looked untranslated, which is a confusing thing to be told you are imagining.
Good to know
This never reaches your customer. No notification is sent, no reply is generated, and nothing about the conversation the customer sees changes in any way.
It is a personal setting for you as the viewing merchant, not a property of the conversation. If you turn it on, your teammate opening the same conversation does not inherit your choice.
It has nothing to do with the Translate to… button in the reply box. That one changes what you are about to send. This one only changes what you see on screen.
FAQ
Does my customer know I turned this on? No. This is entirely on your side. Nothing is sent, logged as a message, or shown to the customer.
Does this affect what Arbyn sends automatically? No. Arbyn's own automatic replies already answer in the customer's language on their own; this toggle is only about how the existing thread renders for you when you read it.
If I close the conversation and reopen it later, do I need to translate it again? The language you picked is remembered for that conversation, and any message already translated into that language does not need to be translated again.