This guide helps your team get more value from TurboHelp's Settings tools. Use it to understand the feature, configure it correctly, and know what to check before relying on it in your daily support workflow.
At a Glance
Use settings to shape TurboHelp around your team's support process, brand, and security needs.
Document meaningful changes so admins can understand why each option was configured.
Test customer-facing changes in a staging or low-risk environment when possible.
TurboHelp is designed to support a global audience, allowing you to provide a seamless experience for both your agents and customers in their native language. You can translate the entire helpdesk interface, live chat widget, outgoing email and all other user-facing text content.
TurboHelp also has powerful language detection capabilities to determine the language to show to user on the fly.
Automatic Language Detection for Customers
TurboHelp automatically sets language attribute on user's profile first time that customer is seen and on subsequent interactions. It is determined in multiple ways:
Browser Preferences: Matches the language settings sent by the user's browser.
Geolocation: Estimates the user's language based on their IP address.
AI Content Detection: the AI detects the language from the user's messages in conversations and can switch the interface accordingly.
Set Manually: You can also change the language for the user manually at any time by setting language attribute for user from user profile, using flows, triggers or live chat settings object.
Tip: AI agent by default will also respond in the same language user's initial message was in.
Language for Agents and Admins
Language for agents and admins will also be auto detected during registration or when agent invitation is accepted. Agents can change their preferred language from their profile page at any time.
Manual Translation From Localizations Panel
All language management is done from the Admin > translations page.
Here you will see a list of all currently available localizations. As well as various management options related to translations.
Adding a New Language
To add a new language, click the + Add new localization button from the main translations page. You will be prompted to enter the language Name (e.g., "Français") and its two-letter Language code (e.g., "fr"). Click Save to add it to your list of available languages.
Default Timezone and Language
Default Timezone: This dropdown determines the timezone that is automatically applied to new users and guests. You can set a specific timezone or select "Based on browser settings" to detect it automatically.
Default Language: Similarly, this sets the default language for new users. Selecting "Based on browser settings" will automatically apply the language preference from the user's browser.
Tip: As mentioned above user's language will be updated automatically based on the content of user messages or if their geolocation changes.
Date Format
This setting controls the default level of detail (verbosity) for dates displayed across the entire site. While the specific order of the month and day is adjusted based on the user's locale, you can choose from several formats:
Auto: Automatically selects the best format.
Short: e.g.,
08/17/2025Medium: e.g.,
Aug 17, 2025Long: e.g.,
August 17, 2025Full Date and Time: e.g.,
08/17/2025, 06:58:17 PMTime Only: e.g.,
06:59 PM
Translations Toggle
You can turn this setting off to completely disable translations functionality on the site, if your customers will be speaking a single language only (does not have to be english).
Enabled: The site supports multiple languages, and users can switch between the available locales.
Disabled: The site will be locked to the default language. Users will not be able to change their language setting.
Best Practices
Change one major setting at a time and verify the result.
Keep admin-only settings limited to trusted users.
Revisit settings after product, policy, or brand changes.