How to Enable CaseChat Message Translations in the Portal

CaseChat can automatically translate messages between you and your clients, making communication seamless regardless of language differences. This guide shows you how to enable or disable automatic translations in the portal.

Prerequisites

• CaseChat must be enabled for your organization
• You must have a Quilia portal account

How to Enable Translations

Step 1: Go to Profile Settings

1. Click your profile icon in the bottom-left corner of the portal
2. Select Settings from the popout menu
3. Navigate to the Profile tab

Step 2: Find the Language Section

Scroll down to the Language section near the bottom of the page. This section contains your language preferences and translation settings.

Step 3: Enable Auto-Translate

Look for the Auto-translate messages toggle switch. When enabled:

• Incoming messages from clients will be automatically translated to your preferred language
• You'll see a translation indicator in the chat when messages are being translated
• Translations happen in real-time as new messages arrive

Note: This setting is enabled by default. If you've never changed it, translations should already be active.

Step 4: Set Your Preferred Language

Make sure your Preferred Language is set correctly in the same section. Messages will be translated into this language.

Step 5: Save Your Changes

Click the Save button to apply your settings.

How It Works

When auto-translate is enabled:

1. Automatic Detection: The system detects when a message is in a different language than your preference
2. Real-time Translation: Messages are translated automatically as they arrive
3. Translation Status: You'll see a progress indicator when translations are processing
4. Seamless Experience: Translated messages appear naturally in the chat

Tips

• Default Setting: Auto-translate is ON by default—you only need to change it if you want to disable translations
• Language Matching: If a client's message is already in your preferred language, no translation occurs
• Original Text: The original message is preserved and can be viewed if needed

Troubleshooting

Translations aren't working:

• Verify CaseChat is enabled for your organization
• Check that your preferred language is set correctly
• Ensure the auto-translate toggle is enabled
• Try refreshing the page after saving settings

Messages appear in the wrong language:

• Update your preferred language in the Language section
• Save your changes and refresh the CaseChat window