Translating replies for AI agents

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.


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Note: This instructions in this article currently don't apply to
customers using the AI agent experience rolled out on May 11,
2026, but support is being added soon.

When you add a supported language to an AI agent, you
have the option to duplicate all the replies you've already created in another language.
Duplicating replies saves you time because you don't have to recreate them from scratch
in the new language.
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 templates and system replies, by exporting and then importing an Excel
spreadsheet.
This article contains the following topics:

Exporting a translation spreadsheet
Entering translations in the exported translation spreadsheet
Importing the filled-in translation spreadsheet

Related articles:

Adding and managing supported languages for AI
agents
Best practices for expanding language support for
AI agents



Exporting a translation spreadsheet

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.
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.
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.


Exporting all replies for translation

You can export the content for all replies from the language settings page in an
AI agent.
To export all replies


In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select Languages.
Click Translate and select Export translation file.

The Export window
appears.


In Export as .xlsx, select the language you want to create
translations for. For example, if you've already created replies in
English and now you want to add German translations, you would
select German.
Note: Exports of different
languages are not interchangeable, as all message blocks are
unique to their language.


(Optional) Select Auto-translate reply content through Google
Sheets if you want machine-generated translations to be
automatically populated in the spreadsheet for you. 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 AI agent's tone of
voice.

(Optional) If you selected the auto-translate option, in Language of
reply content before translation, select the source
language.
Click Export and continue. The file is exported and
automatically downloaded to your computer.






Exporting a single reply for translation

You can export the content for a single reply from within the dialogue
builder.
To export a single reply



Open the dialogue in the
source language for the reply you want to translate.
In the upper-right, click the options menu ( ) and select Export for
translation.
The Export window
appears.


(Optional) Select Auto-translate reply content through Google
Sheets if you want machine-generated translations to be
automatically populated in the spreadsheet for you. 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 AI agent's tone of
voice.

(Optional) If you selected the auto-translate option, in Language of
reply content before translation, select the source
language.
Click Export. The file is exported and automatically downloaded
to your computer.







Entering translations in the exported translation spreadsheet

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.
To enter translations in the spreadsheet


Open the spreadsheet you exported above. Each reply is listed on a
separate tab, which includes the following columns:


Type (DO NOT EDIT): The type of message. Possible values
include:

nodeText: Includes AI agent messages, escalation
text, team availability text, and carousel content.

nodeAnswerOption: Includes customer message button
text options.

intentName: Includes use case names.

replyDescription: Includes descriptions of
replies.



Id (DO NOT EDIT): 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.

language id (DO NOT EDIT): The ID of the source language used
for the translation.

Original string (DO NOT EDIT): The text that exists for the
source language.

Translated string: Where you enter the translated content for
the new language.


In the Translated string field, enter your translations. As you do,
keep the following information in mind:


Don't enter translations for rows with a type of intentName.
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.

Translate only the AI agent replies. 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).

Don't delete rows. 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.

Don't enter values in blank language id cells. The "language
id" cell may be blank on several tabs. This is expected behavior and
not an error.



Tip: 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.


Save the spreadsheet.





Importing the filled-in translation spreadsheet

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.
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.
You can:

Import translations for all
replies
Import translations for a single
reply



Importing translations for all replies

You can import translated content for all replies from the language settings page
in an AI agent.
To import translations for all replies


In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select Languages.
Click Translate and select Import translation file.

The Import window
appears.


In Language to be imported to, select the language you created
translations for.
Click Select a file and select the file you entered your
translations in.
Click Import. The import process can take up to 10
minutes.





Note: 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.




Importing translations for a single reply

You can import translated content for a single reply from within the dialogue
builder.
To import translations for a single reply



Open the dialogue in the
target language for the reply you want to translate.
In the upper-right, click the options menu ( ) and select Import for
translation.
The Import
translations window appears.


Click Select translation .xlsx file and select the file you
entered your translations in.
Click Import. The translated content is imported into the
dialogue.





Note: Update any "Link to" blocks in the dialogue to point
to replies in the correct language.




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