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The Chat Translations sometimes start from the beginning of the chat, before the customer has typed anything, and sometimes it is in an incorrect language.

1. Initial Detection (Chat Subject)
The language detection process is first triggered when the incoming chat notification (toast) is generated, using the chat subject as input. If the translation provider successfully detects a language from the subject, that language is automatically assigned to the chat session.

2. Fallback Detection (End-User Messages)
If no language can be determined from the subject, the system then evaluates the end-user messages to identify the appropriate language. By default, the first five end-user messages are analyzed. If a language is detected within these messages, it is assigned to the chat session. Once this happens, the detection stops immediately, and the language selection dropdown is enabled to allow manual correction. Any remaining messages (up to the initial limit of five) will not be evaluated further.

3. No Language Detected
If no language is identified after evaluating the maximum number of messages, the Chat Translation feature will not be automatically triggered.

If agents prefer not to have automatic language detection and instead want full control over when translation is applied, this behavior can be managed via configuration. An administrator can disable automatic chat translation in the Admin configuration page. Once disabled, agents can manually enable translation as needed using the available controls: the toggle in the chat header (top-right corner) and the option in the public compose box for sending translated messages.

See relevant related documentation:

• Answer ID 12842: Requirements to configure Language Translation for Chat in the Browser User Interface
• Answer ID 13031: Chat Language Translation will not translate some information 
• Answer ID 13023: Chat Language Translation can be disabled by the agent