Translating replies for AI agents

<body>
<p id="docs-hc-snippet" style="display: none;">When youadd a supported languageto an AI agent, you have the option to duplicate all thereplies you've already createdin another language. Duplicating replies saves you time because you don't have to recreate them from scratch in the new language.</p>
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<div class="p">
<div class="note" id="language_translating__note_smb_kvq_2jc">
<span class="notetitle">Note:</span> This instructions in this article currently don't apply to
customers using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">AI agent experience rolled out on May 11,
2026</a>, but support is being added soon.</div>
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<p class="p">When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714#topic_rmc_kzx_jgc" target="_blank">add a supported language</a> to an AI agent, you
have the option to duplicate all the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9624068102682" target="_blank">replies you've already created</a> in another language.
Duplicating replies saves you time because you don't have to recreate them from scratch
in the new language. </p>
<p class="p">However, you still need to translate the duplicated replies from their original language
into the newly added language. You can translate all of the replies for a given
language, including <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756562330" target="_blank">templates</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">system replies</a>, by exporting and then importing an Excel
spreadsheet.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="language_translating__ul_dsg_xqp_ghc">
<li class="li"><a class="xref" href="#topic_rkq_2rp_ghc">Exporting a translation spreadsheet</a></li>
<li class="li"><a class="xref" href="#topic_p3c_gtp_ghc">Entering translations in the exported translation spreadsheet</a></li>
<li class="li"><a class="xref" href="#topic_wl1_frp_ghc">Importing the filled-in translation spreadsheet</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="language_translating__ul_j12_gyp_ghc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714" target="_blank">Adding and managing supported languages for AI
agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357751833498" target="_blank">Best practices for expanding language support for
AI agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rkq_2rp_ghc">
<h2 class="title topictitle2" id="ariaid-title2">Exporting a translation spreadsheet</h2>
<div class="body">
<p class="p">You can export an Excel spreadsheet of your reply content in a given language and use
it to enter translations for a new supported language.</p>
<p class="p">You can export translations for all replies, or for a single reply. Exporting all
replies is recommended whenever you add a new supported language or make widespread
changes to multiple replies. Otherwise, consider exporting a single reply.</p>
<p class="p">To prevent translations from being accidentally applied to the wrong language
profile, the language you select when exporting your file must be the exact same
language you select when importing the file later. For example, if you export a file
for French translations, you must select French during the import request. If the
languages don't match, the import will fail.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_dln_hqp_ghc">
<h3 class="title topictitle3" id="ariaid-title3">Exporting all replies for translation</h3>
<div class="body">
<p class="p">You can export the content for all replies from the language settings page in an
AI agent.</p>
<p class="p"><strong class="ph b">To export all replies</strong></p>
<div class="p">
<ol class="ol" id="topic_dln_hqp_ghc__ol_j2l_psp_ghc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_dln_hqp_ghc__d9e295" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_settings_icon.png">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Languages</strong>.</span></li>
<li class="li">Click <strong class="ph b">Translate</strong> and select <strong class="ph b">Export translation file</strong>.
<p class="p"><img class="image" id="topic_dln_hqp_ghc__image_bnb_rbx_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_translations_export_all.png" width="600"></p>
<p class="p">The Export window
appears.</p>
<p class="p"><img class="image" id="topic_dln_hqp_ghc__image_awx_sbx_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_translations_export_all_window.png" width="600"></p>
</li>
<li class="li">In <strong class="ph b">Export as .xlsx</strong>, select the language you want to create
translations for.<div class="p">For example, if you've already created replies in
English and now you want to add German translations, you would
select German.<div class="note" id="topic_dln_hqp_ghc__note_h3k_rz5_ghc">
<span class="notetitle">Note:</span> Exports of different
languages are not interchangeable, as all message blocks are
unique to their language.</div>
</div>
</li>
<li class="li">(Optional) Select <strong class="ph b">Auto-translate reply content through Google
Sheets</strong> if you want machine-generated translations to be
automatically populated in the spreadsheet for you.<p class="p">The Google
translations serve as a starting point to reduce your translation
effort. However, you should still review the translations and
adjust them as necessary to match your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758773658#topic_kzp_tnf_52c" target="_blank">AI agent's tone of
voice</a>.</p>
</li>
<li class="li">(Optional) If you selected the auto-translate option, in <strong class="ph b">Language of
reply content before translation</strong>, select the source
language.</li>
<li class="li">Click <strong class="ph b">Export and continue</strong>.<p class="p">The file is exported and
automatically downloaded to your computer.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_gcg_jqp_ghc">
<h3 class="title topictitle3" id="ariaid-title4">Exporting a single reply for translation</h3>
<div class="body">
<p class="p">You can export the content for a single reply from within the dialogue
builder.</p>
<p class="p"><strong class="ph b">To export a single reply</strong></p>
<div class="p">
<ol class="ol" id="topic_gcg_jqp_ghc__ol_jk4_vzp_ghc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9066753203738#topic_nvb_tzl_52c" target="_blank">Open the dialogue</a> in the
source language for the reply you want to translate.</li>
<li class="li">In the upper-right, click the options menu (<img class="image" id="topic_gcg_jqp_ghc__image_it2_4bq_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Export for
translation</strong>.<p class="p"><img class="image" id="topic_gcg_jqp_ghc__image_azk_5bx_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_translations_export_single.png" width="300"></p>
<p class="p">The Export window
appears.</p>
<p class="p"><img class="image" id="topic_gcg_jqp_ghc__image_u5j_vbx_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_translations_export_single_window.png" width="600"></p>
</li>
<li class="li">(Optional) Select <strong class="ph b">Auto-translate reply content through Google
Sheets</strong> if you want machine-generated translations to be
automatically populated in the spreadsheet for you.<p class="p">The Google
translations serve as a starting point to reduce your translation
effort. However, you should still review the translations and
adjust them as necessary to match your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357758773658#topic_kzp_tnf_52c" target="_blank">AI agent's tone of
voice</a>.</p>
</li>
<li class="li">(Optional) If you selected the auto-translate option, in <strong class="ph b">Language of
reply content before translation</strong>, select the source
language.</li>
<li class="li">Click <strong class="ph b">Export</strong>.<p class="p">The file is exported and automatically downloaded
to your computer.</p>
</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_p3c_gtp_ghc">
<h2 class="title topictitle2" id="ariaid-title5">Entering translations in the exported translation spreadsheet</h2>
<div class="body">
<p class="p">After you export the translation spreadsheet, you need to enter your translations.
You might do this yourself, work with a third-party translation service, or use the
automated Google Sheets translation functionality.</p>
<p class="p"><strong class="ph b">To enter translations in the spreadsheet</strong></p>
<div class="p">
<ol class="ol" id="topic_p3c_gtp_ghc__ol_s5k_j5p_ghc">
<li class="li">Open the spreadsheet you exported above.<p class="p">Each reply is listed on a
separate tab, which includes the following columns:</p>
<ul class="ul" id="topic_p3c_gtp_ghc__ul_lwk_k5p_ghc">
<li class="li">
<strong class="ph b">Type (DO NOT EDIT)</strong>: The type of message. Possible values
include:<ul class="ul" id="topic_p3c_gtp_ghc__ul_yrt_mvp_ghc">
<li class="li">
<strong class="ph b">nodeText</strong>: Includes AI agent messages, escalation
text, team availability text, and carousel content. </li>
<li class="li">
<strong class="ph b">nodeAnswerOption</strong>: Includes customer message button
text options.</li>
<li class="li">
<strong class="ph b">intentName</strong>: Includes use case names.</li>
<li class="li">
<strong class="ph b">replyDescription</strong>: Includes descriptions of
replies.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Id (DO NOT EDIT)</strong>: A combination of the reply ID and the block
ID, if applicable. This is how the system is able to import the
translated content into the correct place.</li>
<li class="li">
<strong class="ph b">language id (DO NOT EDIT)</strong>: The ID of the source language used
for the translation.</li>
<li class="li">
<strong class="ph b">Original string (DO NOT EDIT)</strong>: The text that exists for the
source language.</li>
<li class="li">
<strong class="ph b">Translated string</strong>: Where you enter the translated content for
the new language.</li>
</ul>
</li>
<li class="li">In the <strong class="ph b">Translated string</strong> field, enter your translations.<p class="p">As you do,
keep the following information in mind:</p>
<ul class="ul" id="topic_p3c_gtp_ghc__ul_amk_45z_m3c">
<li class="li">
<strong class="ph b">Don't enter translations for rows with a type of intentName.</strong>
These rows control the name of the use case as it appears in the AI
agents workspace. If you add a translation to the intentName row,
that translation will overwrite the name of the use case when you
import the file. </li>
<li class="li">
<strong class="ph b">Translate only the AI agent replies.</strong> To translate the actual
conversational dialogue without altering the add-on UI, add
translations only for rows that have a type starting with "node"
(for example, nodeText or nodeAnswerOption). </li>
<li class="li">
<strong class="ph b">Don't delete rows.</strong> Even if you don't want to translate a row
(such as a row with a type of intentName), you must leave the entire
row intact in the file. Deleting rows or otherwise altering the file
structure will cause import errors.</li>
<li class="li">
<strong class="ph b">Don't enter values in blank language id cells.</strong> The "language
id" cell may be blank on several tabs. This is expected behavior and
not an error.</li>
</ul>
<div class="p">
<div class="note tip" id="topic_p3c_gtp_ghc__note_gbs_45p_ghc">
<span class="tiptitle">Tip:</span> As you work through your
translations, color-coding your spreadsheet can make the process
easier. For example, you can highlight the rows that still need to
be translated to make tracking progress simple.</div>
</div>
</li>
<li class="li">Save the spreadsheet.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_wl1_frp_ghc">
<h2 class="title topictitle2" id="ariaid-title6">Importing the filled-in translation spreadsheet</h2>
<div class="body">
<p class="p">After you've finished entering translations in the exported spreadsheet, it's ready
to be imported. Importing the spreadsheet populates the replies in the new supported
language with your translated content.</p>
<p class="p">To prevent translations from being accidentally applied to the wrong language
profile, the language you select when importing your file must be the exact same
language you selected when originally exporting the file. For example, if you
exported a file for French translations, you must select French during the import
request. If the languages don't match, the import will fail.</p>
<p class="p">You can:</p>
<ul class="ul" id="topic_wl1_frp_ghc__ul_vzd_z4z_m3c">
<li class="li"><a class="xref" href="#topic_by1_wbq_ghc">Import translations for all
replies</a></li>
<li class="li"><a class="xref" href="#topic_njg_xbq_ghc">Import translations for a single
reply</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_by1_wbq_ghc">
<h3 class="title topictitle3" id="ariaid-title7">Importing translations for all replies</h3>
<div class="body">
<p class="p">You can import translated content for all replies from the language settings page
in an AI agent.</p>
<p class="p"><strong class="ph b">To import translations for all replies</strong></p>
<div class="p">
<ol class="ol" id="topic_by1_wbq_ghc__ol_lcp_csp_ghc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_by1_wbq_ghc__d9e295" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_settings_icon.png">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Languages</strong>.</span></li>
<li class="li">Click <strong class="ph b">Translate</strong> and select <strong class="ph b">Import translation file</strong>.
<p class="p"><img class="image" id="topic_by1_wbq_ghc__image_i4s_wbx_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_translations_import_all.png" width="600"></p>
<p class="p">The Import window
appears.</p>
<p class="p"><img class="image" id="topic_by1_wbq_ghc__image_wgn_xbx_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_translations_import_all_window.png" width="600"></p>
</li>
<li class="li">In <strong class="ph b">Language to be imported to</strong>, select the language you created
translations for.</li>
<li class="li">Click <strong class="ph b">Select a file</strong> and select the file you entered your
translations in.</li>
<li class="li">Click <strong class="ph b">Import</strong>. <p class="p">The import process can take up to 10
minutes.</p>
</li>
</ol>
</div>
<div class="p">
<div class="note" id="topic_by1_wbq_ghc__note_xhp_qxp_ghc">
<span class="notetitle">Note:</span> After importing replies in a new language, you still
need to review your dialogues in the new language and update any "Link to"
blocks to point to replies in the correct language.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_njg_xbq_ghc">
<h3 class="title topictitle3" id="ariaid-title8">Importing translations for a single reply</h3>
<div class="body">
<p class="p">You can import translated content for a single reply from within the dialogue
builder.</p>
<p class="p"><strong class="ph b">To import translations for a single reply</strong></p>
<div class="p">
<ol class="ol" id="topic_njg_xbq_ghc__ol_ic3_ybq_ghc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9066753203738#topic_nvb_tzl_52c" target="_blank">Open the dialogue</a> in the
target language for the reply you want to translate.</li>
<li class="li">In the upper-right, click the options menu (<img class="image" id="topic_njg_xbq_ghc__image_jc3_ybq_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Import for
translation</strong>.<p class="p"><img class="image" id="topic_njg_xbq_ghc__image_c54_ybx_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_translations_import_single.png" width="300"></p>
<p class="p">The Import
translations window appears.</p>
<p class="p"><img class="image" id="topic_njg_xbq_ghc__image_m4w_zbx_ghc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_translations_import_single_window.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Select translation .xlsx file</strong> and select the file you
entered your translations in.</li>
<li class="li">Click <strong class="ph b">Import</strong>.<p class="p">The translated content is imported into the
dialogue.</p>
</li>
</ol>
</div>
<div class="p">
<div class="note" id="topic_njg_xbq_ghc__note_edy_n2q_ghc">
<span class="notetitle">Note:</span> Update any "Link to" blocks in the dialogue to point
to replies in the correct language.</div>
</div>
</div>
</div>
</div>
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