Agent Guide: Using AI Translation in Gorgias

Automatic Translation of Incoming Messages

Whenever a customer sends a message in a language that is not listed as one of your known languages, Tolto automatically translates it for you. The translated version appears in the internal notes, so you can quickly understand the message without leaving Gorgias.

You’ll always have both:

• The original message (in the customer’s language).

• The translated message (in your default language).
  
  

This ensures you never miss important details, even when chatting with customers in unfamiliar languages.

Sending a Translated Reply

To reply in the customer’s language, simply start your internal note with an exclamation mark !. Write your message as usual right after the !.

Example:
! Hello, how are you doing?

Tolto will instantly translate your message into the customer’s language and deliver it back in the conversation — so your customer always receives a natural, localized reply.

You only need to write in your own language — Tolto takes care of the rest.

Preview a Translated Message Before Sending

If you want to preview a translation before it’s sent to the customer, start your internal note with a double exclamation mark !!.

Example:
!! Hello, how are you doing?

Tolto will translate the message into the customer’s language and show it back to you only. The customer will not see this version.

This feature is especially useful when you want to:

• Remove or replace sensitive details such as phone numbers, card information, or other personal data (PII).

• Make small edits (e.g., updating an order ID or reference number) before sending the final version.

• Copy, adjust, and send the approved message directly to the customer.
  
  

Real-World Example:
!! Your order #12345 has been shipped. Track it here: www.example.com/track/12345
→ You can replace the tracking link or order number before sending the message to the customer.

Use !! whenever you need more control before sharing sensitive or transaction-related information with customers.

⚠️ Caution: Never paste sensitive information (e.g., full credit card numbers, passwords, or private data) directly into the AI translation box. Always use !! first if your message contains details you need to edit.

Manually Change the Conversation Language

In rare cases, a customer’s message may not be detected correctly — for example, if it contains typos or mixes multiple languages. If this happens, you can manually set the correct language.

1. At the top of the conversation, click + Add Tag.

2. Select the correct language tag (e.g., tolto_es or tolto_spanish).

3. Make sure only one language tag is active at a time.
   
   

This ensures Tolto continues translating the conversation into the correct language for smooth communication.

Agent Commands Overview