Translating Messages in Outreach
You can now translate English message content into additional languages directly within the Outreach workflow.
How It Works
When you type or paste a message in the English field, a Translate Message button appears below the message row. Clicking it translates your English text into all the language fields visible in your workflow.
Separate translate buttons appear for each message row (main message, Yes response, No response)
Translated fields are labelled "Translated Automatically"
Translation only works when the source message is in English.
All translations are visible before you save or send.
Auto-Translation in Messenger
Messenger now automatically translates your messages into the patient's preferred language at send time.
How It Works
The Translate toggle is ON by default. When a patient's preferred language is not English, the system automatically translates your message before delivery.
A notice appears above the input box: "Translate is ON. Your message will be sent in [language]."
You can turn the toggle OFF at any time if you do not want auto-translation for a specific message
If translation fails for any reason, the message is sent in English so delivery is never blocked
Important Notes
The Translate toggle activates automatically when a non-English patient language is detected.
Unlike Outreach, you do not preview the translated text before it is sent. The translation happens at send time.
Tips for Getting the Best Translations
Write in plain, direct English: the clearer your English message, the better the translation. All AI translation models, including the one we use, work best with simple source content. Long sentences, idioms, clinical jargon, or ambiguous phrasing can raise the reading level of the translated output and make it harder for patients to understand.
Have a fluent speaker review sensitive content: For messages that contain clinical, legal, financial, or otherwise sensitive content, we recommend a fluent speaker on your team reviews the translation before it is sent. Automatic translation is a strong starting point, but it is not a replacement for human review on high-stakes communications.
Unsupported Language Handling
Most CareMessage-supported languages are available for auto-translation. Some languages that are not supported:
Chuukese
Karen Languages
Lao
Marshallese
What Happens with Unsupported Languages?
When one of these languages is detected in your workflow, you will see an error indicator on the corresponding input field with a message that automatic translation is unavailable. You can either enter the translation manually or remove the language from the workflow.
If the unsupported language field is on a later page in the Outreach workflow, a notification icon appears on the page navigation arrow so you know attention is needed.
The standard validation ("can't be blank") prevents saving or sending until the field is completed.
Frequently Asked Questions
Can I translate from a language other than English?
Not at this time. Translation is only supported from English into other languages.
Does this work for Programs, Appointments, or Referrals?
Not yet. Translation is currently available for Outreach and Messenger only. Support for other workflows is planned.
Can I translate inbound patient responses?
Yes. The system already translates inbound patient responses for staff to review.
Will translations update automatically if I change the English message?
No. If you edit the English message after translating, you will need to click the Translate button again. The existing translations will not update automatically.
What languages are supported?
All CareMessage-supported languages are available for auto-translation except Chuukese, Karen Languages, Lao, and Marshallese.
Is there an extra cost?
No. Outbound Translations is included for all customers at no additional cost.
Can I turn off auto-translation in Messenger?
Yes. Use the Translate toggle above the message input to turn it off for any individual message.
How is translation actually done?
Outbound Translations is powered by Google's translation models (LLM v3 with NMT v2 fallback). These models are high-quality and widely used, but like all AI, they can occasionally produce unexpected results.
Getting Started
To start using Outbound Translations in Outreach:
Go to Outreach and create or edit a message
Type your message in the English field
Click Translate Message to generate translations for all visible languages
Review and edit any translations as needed
Save or send as usual
For Messenger:
Open a conversation with a patient whose preferred language is not English
The Translate toggle will be ON by default
Type your message in English and send — it will be delivered in the patient's language
Need Help?
If you have questions or need assistance, reach out to your Customer Success Manager or submit a support request.