Back to documentation hub
guide
Localization & language support
Roll out multilingual queues, content, and AI assist safely across regions.
9 min•workspace•
operations
multilingual
1. Enable languages
- Navigate to Workspace → Languages.
- Toggle on languages supported by your CX team.
- Set a fallback language for tickets without a detected locale.
2. Translate macros & templates
- Export your current macro library.
- Translate copy with internal linguists or a translation partner.
- Re-import translations, mapping them to the same macro keys.
- Use placeholders for localized date and currency formats.
3. Train AI intents per language
- Provide example utterances in each supported language.
- Set confidence thresholds per locale; start slightly lower than English until you gather data.
- Review misclassifications weekly to improve recall.
4. Knowledge base localization
- Group documents by language tag.
- Use the knowledge ingestion pipeline to ingest translated content.
- Mark authoritative language for each article so AI cites the correct source.
5. Agent experience
- Assign language skills to agents for routing.
- Turn on auto-translation for incoming messages if coverage is limited.
- Encourage agents to edit AI drafts for tone in their native language.
6. Quality assurance
- Sample tickets per locale to check brand voice and accuracy.
- Track CSAT by language to spot gaps.
- Share localized macro/knowledge updates via release notes.
Localization unlocks consistent experiences while respecting regional nuances.
Need deeper implementation help?
Share your requirements and we’ll assemble a tailored rollout or security packet.