Adding and managing supported languages for AI agents

If your customer base speaks multiple languages, you can add languages to
your AI agent so that it responds to your customers in the right language.
You must add and activate a language to your AI agent before it can begin
responding to customers in that language.



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This article does not apply to customers
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If your customer base speaks multiple languages, you can add languages
to your AI agent
so that it responds to your customers in the right language. You must
add and activate a
language to your AI agent before it can begin responding to customers
in that language.

This article contains the following topics:


Viewing all supported languages


Adding a supported language to an AI agent


Activating a supported language


Deleting a supported language


Related articles:


Best practices for expanding language support for
AI agents


Translating replies for AI agents


Configuring multi-language support for voice AI
agents




Viewing all supported languages


You can view all the languages that an AI agent is currently capable
of using during
conversations with customers.


To view all supported languages




In the AI agents workspace, select the AI agent you want to work
with.


Click
Settings in the sidebar, then select Languages.

The Languages page shows you which languages the AI agent
supports.
The page is broken into two sections:



Automatic translations:
For these languages, the AI agent’s
system replies
and
dialogues
are
automatically translated by AI. For a full list of
available
languages, see
Languages supported by AI
agents.


Manual translations:
For these languages, you must manually
supply translations. See
Translating replies for AI
agents.



The Status column shows you whether a supported language
is:



Active, meaning it
can be used in conversations. Once added,
languages with automatic translations are always
active.


Inactive, meaning it
can't yet be used in conversations.
Languages that require manual translations must be
manually
activated.











Adding a supported language to an AI agent


When you
created your AI agent,
you selected its
default language. You can't change its default language, but you
can add more
supported languages.


Adding a supported language to an AI agent means it can use that
language (once activated)
to respond to
customers during conversations. For dialogue-based responses, an
active reply
must also exist for that
language.


To add a supported language




In the AI agents workspace, select the AI agent you want to work
with.


Click
Settings in the sidebar, then select Languages.


Click Add language.


In Language, select the language
you want to add.

This list is
split into two sections:



Automatic translations available:
For these languages, the AI
agent’s
system replies
and
dialogues
are
automatically translated by AI. For a full list of
available
languages, see
Languages supported by AI
agents.


Manual translations only:
For these languages, you must
manually supply translations. See
Translating replies for AI
agents.




(Recommended) If you selected a language with automatic translations
available, select
Use automatic translations for this
language.





(Optional) If you selected a language for which automatic
translations
aren't available, or if you don't want to use automatic translations,
select
Duplicate replies from another language.

This option is useful
for AI agents that already have well-built replies in
another language
that can be translated and reused in the language you’re
adding.


For AI agents that don’t have reusable replies, such
as
brand-new AI agents, keep this option deselected.



In Select language to duplicate,
select the language you want
to copy replies from.







Click Add.
Your language is added.




If you selected automatic translations, the language is automatically
activated. You
can
view the translations for each dialogue
from within the dialogue builder.


If you selected manual translations, you must activate the language
before the AI
agent can use it in conversations with customers.




Activating a supported language


If you added a supported language that requires manual translations,
the language
must be activated before an AI agent can use that language to respond
to customers.
Activating a language publishes all
active replies
for that language, so make
sure those replies are ready to be seen by customers before you do
this.


Languages with automatic translations can't be deactivated, only
deleted.


To activate a language




In the AI agents workspace, select the AI agent you want to work
with.


Click
Settings in the sidebar, then select Languages.


Under Manual translations, find the language you want to
activate, click the
options menu ( ),
and select Activate.




The language's status
changes to Active.







Deleting a supported language


You can delete a supported language if you no longer want your AI
agent to be able to
converse with customers in that language. When you delete a language,
all replies
and templates in that language are also deleted. However, historical
data in the
reporting dashboard and conversations logs are retained.



Important: When you delete
an AI agent, the
deletion of its associated replies and templates is permanent
and cannot be
undone. You can re-add a supported language, but you cannot recover
the deleted
replies and templates.



To delete a supported language




In the AI agents workspace, select the AI agent you want to work
with.


Click
Settings in the sidebar, then select Languages.


Find the language you want to delete, click the options menu
( ),
and select Delete.


In the confirmation dialog, type the name of the language
and click
Delete.









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