We’ve introduced a new Glossary feature in beta, to give you more control over how terms are translated when using AI Inbox Translation and multilingual workflows.
What is the Glossary?
The Glossary allows you to define specific words or phrases that should either:
Never be translated, or
Always be translated in a specific way for a particular language
This helps ensure consistent and accurate translations, especially for brand terms, product names, or industry-specific language.
Note: This feature is currently in beta, and translations might not always be 100% accurate.
Where does the Glossary apply?
The Glossary currently affects two product features:
AI Inbox Translation – Outgoing messages you send will follow your glossary rules when translated for the customer. Please note, incoming messages from the customer won't adhere to your glossary rules.
Multilingual Workflows – Any workflows with multilingual enabled will respect your glossary settings.
How to use the Glossary
You can add your Glossary under Settings > Workspace > General.
You’ll need to upload a glossary file in CSV format. Please find a CSV template attached below to help you get started.
Add a row for each word or terms you would like the Glossary to recognize.
Use the columns to determine how this word or term should translate in each language.
For terms you don’t want to be translated at all, simply keep the term the same under each language column.
The column headers must contain valid language codes from our supported languages, these codes are: ar, bg, bn, bs, ca, cs, da, de, de-form, el, en, es, et, fa-IR, fi, fr, he, hi, hr, hu, id, it, ja, ko, lt, lv, mn, ms, nb, nl, pl, pt-BR, pt, ro, ru, sl, sr, sv, sw, th, tr, uk, vi, zh-CN, zh-TW
When you upload the file, the system will automatically apply your glossary terms across supported translation features.
To edit your Glossary terms, simply amend your CSV and re-upload it.
📎 CSV template
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