# Translation

> Support customers in their own language. Turn on translation so agents can compose replies in one language and send them in another, powered by the same AI compose tools built into the ticket composer.

Your customers don't all speak the same language — your team shouldn't have to either. **Translation** lets agents write a reply in the language they're comfortable with and send it in the customer's language, right from the ticket composer.

> **WHERE TO CONFIGURE:** Open the agent's **Help desk → Translation** settings. Enable translation and pick the team language Bookbag composes in.

## Turn it on

1. **Enable translation** — Flip the toggle in the Translation settings.
2. **Pick your team language** — Choose the language your agents work in. Bookbag offers a wide list of languages.
3. **Compose and translate** — In any ticket, write your reply and use AI compose's **Translate** option to convert it before sending.

## AI compose

Translation is part of the broader **AI compose** toolset in the reply composer. Select your draft and choose an action — Bookbag rewrites it and returns the new text for you to review before sending:

| Action | What it does |
| --- | --- |
| Translate | Convert the reply to another language. |
| Friendly | Warm up the tone. |
| Formal | Make it more professional. |
| Rephrase | Reword while keeping the meaning. |
| Expand | Add more helpful detail. |
| Grammar | Fix grammar and spelling. |
| Format | Clean up structure and formatting. |

> **ALWAYS REVIEW BEFORE SENDING:** AI compose returns suggested text — you stay in control. Read the rewrite, edit if needed, then send.

> **GRACEFUL FALLBACK:** If the AI rewrite can't be generated, the composer returns your original text unchanged and flags it as a fallback — you never lose what you wrote.

## FAQ

**Does translation auto-detect the customer's language?**

AI summaries of escalated conversations are written in the customer's language. For replies, you choose the target language via the Translate action when composing.

**Which languages are supported?**

Bookbag offers a broad language list for the team language and for translating replies.

**Is AI compose only for translation?**

No. Translate is one of several compose actions — friendly, formal, rephrase, expand, grammar, and format are all available in the composer.

**What if the model is unavailable?**

The composer falls back to your original text and marks the result as a fallback, so your draft is never lost.

## What's next

- [Help Desk overview](/docs/help-desk/overview) — The composer and ticket timeline.
- [Email settings](/docs/help-desk/email-settings) — Translate outgoing email replies too.
- [Takeover](/docs/help-desk/takeover) — Use AI compose when you take over a chat.