Why doesn’t the AI agent’s automatic translation detect the end user’s locale on social channels?

Question

Why does the automatic translation from an AI agent connected to a social channel like WhatsApp or Facebook Messenger not detect the end user's locale?

Answer

Social messaging channels do not pass the locale to the bot builder. As a result, automatic translation for AI agent messages, text, links, variables, and other elements is not available for AI agents for messaging.

The AI agent translates the flow to the language of the end user based on the locale detected from the first message received by the AI agent. For example, if the end user has a device locale set to English but sends their first message in Spanish, and Spanish is selected as a locale in the AI agent languages, then the AI agent will automatically translate the flow to Spanish.

If the user wants the AI agent to provide answers in a different locale, the end-user's profile in Support must be deleted. This action creates a new UserApp ID, and the first message from the user will set the locale for future interactions.

Note: This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see this section: Building dialogues for AI agents - Advanced.