Overview

Velaro's real-time translation feature lets a single agent support customers in any language. Incoming messages are translated to the agent's language, and outgoing responses are translated back to the customer's language — automatically.

Enabling Translation

1. Go to Account Settings → Translation.
2. Enable Auto-Translation.
3. Select your team's primary language (e.g. English).
4. Optionally restrict translation to specific source languages.
5. Click Save.

How It Works

When a customer sends a message in a non-primary language, Velaro automatically detects the language and translates both the incoming message (for the agent) and the outgoing reply (for the customer). Both parties see the conversation in their own language. No manual toggle required.

Supported Languages

Velaro supports 100+ languages via the Azure Cognitive Services Translator, including Spanish, French, German, Portuguese, Japanese, Chinese (Simplified & Traditional), Arabic, Korean, and many more.

IVR Translation

Real-time translation also works for IVR voice calls — spoken words are transcribed, translated, and re-spoken in the target language using text-to-speech synthesis. This enables a single English-speaking support team to handle calls in any language.

Translation Visibility

Agents always see the original message alongside the translation. Clicking Show Original reveals what the customer actually typed. This prevents misunderstandings from translation errors on sensitive topics.