Translate a Client Message

When a client writes in another language, you can get a translation of their text message directly in the dialog without copying text to external tools. This guide covers the message menu action and explains when the option may be unavailable.

When Needed

  • You need to quickly understand a short text message from a client in another language.
  • You want to compare the message with a translation without leaving OperatorLine.
  • You handle multilingual requests and sometimes need a one-off translation of a single message.

What's Important to Know

  • Translation is available only for client messages (not for messages you sent).
  • It works for plain text and HTML text in an active dialog.
  • The target language usually matches the interface language; if your account has a separate “translate messages to” language setting, that language is used.
  • The feature relies on AI tools connected to the bot for this request. If they are not configured, the menu item stays disabled.
  • The client's original message is not changed; the translation appears below the message in the dialog thread.

Prerequisites

  • You are logged in with operator rights.
  • You have opened the OperatorLine module via Apps -> OperatorLine.
  • The request is in an active dialog (not in the closed-chats archive view).
  • There is an incoming text message from the client in the chat.

Step-by-Step Instructions

  1. Open the required dialog from the chat list.
  2. Find the client message whose text you want to translate.
  3. Open the message actions menu (usually a three-dot icon next to the message).
  4. Choose Translate.
  5. Wait until processing finishes — a translation block appears below the message.
  6. Read the translation and continue the dialog; clarify details with the client if needed.

What Happens After

The translated text is shown in the same dialog under the original message. You can reply to the client as usual.

How to Verify It Worked

  • After you choose Translate, a processing indicator appears, then the translated text.
  • The translation language matches what you expect (interface or your personal setting).

If “Translate” Is Greyed Out or Does Nothing

  • No AI for this bot — contact your administrator: AI tools must be enabled for the bot used by this request (the same integration that powers other AI features in chat).
  • Message is too long — try a shorter excerpt or ask the client to split the text (length is limited for reliable operation).
  • No text to translate — for media-only messages without text, the option is unavailable.
  • Closed dialog or search mode — the translate action is not offered in those views; open the active dialog from the chat list.

Limitations

  • Does not apply to your own outbound messages.
  • Not shown in dialog search or for closed chats in the corresponding viewing modes.
  • Translation quality depends on AI; always verify the meaning before important decisions.