Reviews arrive in whatever language the customer speaks. Reading them and answering them are 2 separate steps here, so you can understand a review without committing to answer in its language.
Read a review in your language
- Open the more actions menu on the card.
- Choose Translate this review.
The text is replaced in place and a note underneath says which language it came from, for example "Translated from Spanish". The same menu then reads Show the original, so the two are one click apart and nothing is lost.
A review showing its translation with a note underneath saying which language it came from.
If the review is already in your language, the card says so instead: "That review is already in your language."
Search covers both versions. A review you have translated is still found by the words the customer actually typed, and by the words of the translation, so a colleague searching in either language lands on the same review.
Answer in their language
The composer offers a Translate to button with the language name. It only appears once we know what language the review was written in.
- Write your reply in your own language.
- Press Translate to and the language.
- Read what comes back, then post or copy it.
Pressing it rewrites the box in place, so you read the sentence before it goes out. A note underneath confirms what changed and offers Undo, which puts back exactly what you had typed, word for word.
The reply composer with a typed reply, the Translate to Spanish button, and the note confirming what was translated with an Undo link.
The reviewer receives only what is in the box when you send: there is no bilingual message and no note saying a machine was involved. If you never press the button, your reply goes out exactly as you typed it.
Answer automatically, without pressing anything
A location can also switch on Reply in the language the reviewer used, in Settings. With it on, an automated reply, whatever a rule or an agent posts, is rewritten into the reviewer's language right before it goes out. It does not touch what a person types in the composer: that still needs the button above. See Language and translation settings.
Set the target language for the location
Open Settings and the Translation section:
- Translate reviews into is the language the Translate button on a card and in the composer works toward.
- Translate incoming reviews automatically puts a translation under every review that is not already in that language, without anyone clicking. The original text stays one click away.
Changes take effect straight away, and only on new reviews: anything you already translated by hand keeps what it has.
What it does not do
- It does not change the review on the site. The translation is ours and only people in your location see it.
- It does not translate the interface. That is the language picker on your own profile.
- It is machine translation. For a legal or safety answer, write in a language you are sure of and keep it short.
- It never changes a reviewer's own words. Only what we show you, and what we send back, is translated.
What this costs
Translation is metered like any other automated work, because the AI runs it:
- Translate this review costs 1 credit the moment something is actually translated. A review already in your language, or one already translated into the location's current target language, costs nothing to read again.
- Translate to in the composer costs 1 credit each time it rewrites the box.
- Translate incoming reviews automatically costs 1 credit per review it translates.
- Reply in the language the reviewer used costs 1 credit per automated reply it rewrites, on top of whatever the reply itself costs.
At zero credits the Translate buttons and both automatic switches stop making new translations. The feed, reading reviews and sending replies exactly as typed keep working without limit.