Arbyn replies to your customers in whatever language they wrote to you in. That is the point, a shopper in Munich gets German, a shopper in Lyon gets French, and neither of them has to think about it.
It does leave you with a thread you may not be able to read.
The translate control at the top of a conversation solves that. Pick a language and the whole thread (the customer's messages and the agent's replies) is shown to you in it.
What it changes, and what it does not
It changes what YOU see. It changes nothing the customer receives.
This is worth being precise about, because it is the question every merchant asks first. Translating a conversation for reading:
does not re-send anything
does not alter the messages already delivered
does not change the language the agent replies in next
The customer's thread is untouched. You are looking at a translated view of it, the way you might read a translated copy of a letter without rewriting the original.
Picking a language
Open a conversation and use the translate control in the header. The list offers the languages Arbyn works in. Choose one and the thread re-renders.
Switch to another language whenever you like, you are not locked into the first choice. You can turn translation off to see the original messages exactly as they were written and sent.
Two things to expect
The first translation of a long thread takes a moment. Every message has to be translated. After that it is instant, because translations are stored. Coming back to the same conversation in the same language does not re-translate anything.
Product names, discount codes and order numbers are left alone. They are not words to be translated. They are identifiers your customer needs to match against their own order. A discount code that got translated would simply stop working.
If a translation does not appear
Translation depends on a service that can occasionally be slow or unavailable. If a thread does not translate, turn the control off and on again.
If it repeatedly fails, tell us, a translation that silently does not arrive is a bug worth hearing about. We would rather know than have you work around it.
Replying in the customer's language
The translate control is for reading. When you write a reply yourself, the composer has its own translate action that converts your draft into the customer's language before you send it, so you can type in English and send in German.
Those are two separate controls doing two different jobs: one lets you read the thread, the other lets the customer read you.