Message translation

What message translation does

Once your account has the Spanish Language Pack add-on turned on, Trussi checks the language of a message as it comes in. If it isn't English, an English translation is stored right alongside it: the message you actually received is never changed or overwritten. This covers text messages (including WhatsApp, Messenger and Instagram messages), inbound emails, and messages a customer sends through the customer portal. It isn't limited to Spanish specifically: any language a customer writes in gets picked up and translated to English, Spanish is simply the case the add-on is built and sold around.

Where it shows up

On a project's Comms tab, a message that arrived in another language shows its English translation, with a small note underneath such as "Translated from Spanish," and a Show original link if you want to see exactly what the customer sent. Click Show translation to switch back. If a message is already in English, or too short to tell (a one-word reply, for example), nothing changes: no note, no link, just the message.

Not every message gets caught by the automatic check. If you open a message that wasn't translated for you, you'll often see a Translate link underneath it instead. Clicking it translates that one message into your own account language on the spot, and the result is kept, so the next person who opens it sees the translation instantly rather than waiting again.

This also reaches Job Messages, the internal thread your team uses on a project. If people on your account use Trussi in different display languages (set on each person's own profile, under Language), a job message is automatically prepared in each teammate's own language, so nobody has to ask what a note from a coworker said.

Replies going back to the customer

Translation runs the other way too. If a customer has set their customer portal language to something other than English (something the customer sets themselves in their own portal account, not something your office sets for them), a text message you send them, or a reply you send in their customer portal thread, is automatically translated into that language before it goes out. What your team actually typed, in English, is kept and stays visible on your side. Emails you send from the Comms tab currently go out exactly as written, in whatever language you typed them.

Turning it on

Message translation is the Spanish Language Pack add-on. You'll find it listed under Add-ons in account settings already, marked New, with the same summary described above. Turning it on is Trussi's side of the fence: it's a paid add-on Trussi enables for your account, and your account admin doesn't have a way to switch it on directly from Settings. If someone without that access opens the add-on's settings, they'll see a permissions message instead of a toggle: that's expected, reach out to Trussi to have it turned on. Once it's on, it applies to the whole account: there's nothing to configure per project.

Two things affect how it behaves day to day without being part of turning it on at all:

• Each person's own display language, set on their profile, decides which language job messages are automatically prepared in for them.
• Each customer's own portal language, which the customer sets in their portal account, decides whether your outbound texts and portal replies are translated for them.

When it doesn't work

Translating a message takes a moment, and it can occasionally fail. When it does, the message itself is never held up or hidden: it still shows normally, with a Translate link you can use to try again. If your account doesn't have the add-on turned on yet and someone clicks Translate anyway, they'll see a note that translation isn't enabled for the account, rather than a translation.

A convenience, not a record

A translation is there to help your team read and respond quickly. It is not a certified or legal version of what was said. The original message is always kept and can be shown at any time with Show original, and that original, not the translation, is what should be relied on for anything tied to a claim, contract, or dispute.