How do I translate AI messages in my messaging Web Widget?

Question

I want to create custom translations for the AI agent in my messaging Web Widget. How do I do that?

Answer

Note: This section applies only if you're on Support Professional and above or Suite Growth and above.

Custom message translations are manually written versions of the text in the message fields of an AI agent’s standard responses. The widget must have languages enabled in the settings. Custom translations aren’t available for other automatically translated text elements, such as option or button text.

To create a custom translation for a standard AI agent response:

In Admin Center, click AI in the sidebar

Select AI Agents > AI agents

Click the Messaging behavior tab

Select the standard response you want to create a custom translation for

Under the message text, click Manage translations

Click the pencil icon for the language you want to customize, then enter the custom text

Click Done

Your changes are automatically saved but you need to publish the AI agent to make them visible to customers.

For more information, see this article: Managing languages and translation support in AI agents