Adding and managing supported languages for AI agents

<p id="docs-hc-snippet" style="display: none;">
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.
</p>
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<div class="note attention" id="uni_languages_managing__note_zqr_j3q_2jc">
<span class="attentiontitle"></span> This article does not apply to customers
who
bought AI agents - Advanced before March 10, 2026. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749666714" target="_blank">this article</a>
instead.
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<p class="p">
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.
</p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="uni_languages_managing__ul_fcy_13y_jgc">
<li class="li">
<a class="xref" href="#topic_d3t_wtq_2jc">Viewing all supported languages</a>
</li>
<li class="li">
<a class="xref" href="#topic_rmc_kzx_jgc">Adding a supported language to an AI agent</a>
</li>
<li class="li">
<a class="xref" href="#topic_etz_kzx_jgc">Activating a supported language</a>
</li>
<li class="li">
<a class="xref" href="#topic_x5t_mzx_jgc">Deleting a supported language</a>
</li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="uni_languages_managing__ul_nkg_13y_jgc">
<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>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756745882" target="_blank">Translating replies for AI agents</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10588277182618" target="_blank">Configuring multi-language support for voice AI
agents</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_d3t_wtq_2jc">
<h2 class="title topictitle2" id="ariaid-title2">Viewing all supported languages</h2>
<div class="body">
<p class="p">
You can view all the languages that an AI agent is currently capable
of using during
conversations with customers.
</p>
<p class="p">
<strong class="ph b">To view all supported languages</strong>
</p>
<div class="p">
<ol class="ol">
<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_d3t_wtq_2jc__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>
<p class="p">
The Languages page shows you which languages the AI agent
supports.
The page is broken into two sections:
</p>
<ul class="ul" id="topic_d3t_wtq_2jc__ul_gsd_45q_2jc">
<li class="li">
<strong class="ph b">Automatic translations</strong>:
For these languages, the AI agent’s
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">system replies</a>
and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogues</a>
are
automatically translated by AI. For a full list of
available
languages, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749663130#h_01KRP8KHCMQ67CJ47S9GX4DDXE" target="_blank">Languages supported by AI
agents</a>.
</li>
<li class="li">
<strong class="ph b">Manual translations</strong>:
For these languages, you must manually
supply translations. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756745882" target="_blank">Translating replies for AI
agents</a>.
</li>
</ul>
<p class="p">
The Status column shows you whether a supported language
is:
</p>
<ul class="ul" id="topic_d3t_wtq_2jc__ul_w2y_p5q_2jc">
<li class="li">
<strong class="ph b">Active</strong>, meaning it
can be used in conversations. Once added,
languages with automatic translations are always
active.
</li>
<li class="li">
<strong class="ph b">Inactive</strong>, meaning it
can't yet be used in conversations.
Languages that require manual translations must be
<a class="xref" href="#topic_etz_kzx_jgc">manually
activated</a>.
</li>
</ul>
<p class="p">
<img class="image" id="topic_d3t_wtq_2jc__image_ykv_c5q_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_viewing_supported_languages.png" width="600">
</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rmc_kzx_jgc">
<h2 class="title topictitle2" id="ariaid-title3">Adding a supported language to an AI agent</h2>
<div class="body">
<p class="p">
When you
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10488757995034" target="_blank">created your AI agent</a>,
you selected its
default language. You can't change its default language, but you
can add more
supported languages.
</p>
<p class="p">
Adding a supported language to an AI agent means it can use that
language (once <a class="xref" href="#topic_etz_kzx_jgc">activated</a>)
to respond to
customers during conversations. For dialogue-based responses, an
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9624068102682#topic_jyw_4zx_jgc" target="_blank">active reply</a>
must also exist for that
language.
</p>
<p class="p">
<strong class="ph b">To add a supported language</strong>
</p>
<div class="p">
<ol class="ol" id="topic_rmc_kzx_jgc__ol_oz5_g3y_jgc">
<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_rmc_kzx_jgc__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">Add language</strong>.
</li>
<li class="li">
In <strong class="ph b">Language</strong>, select the language
you want to add.
<p class="p">
This list is
split into two sections:
</p>
<ul class="ul" id="topic_rmc_kzx_jgc__ul_xt2_m4q_2jc">
<li class="li">
<strong class="ph b">Automatic translations available</strong>:
For these languages, the AI
agent’s
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">system replies</a>
and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogues</a>
are
automatically translated by AI. For a full list of
available
languages, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749663130" target="_blank">Languages supported by AI
agents</a>.
</li>
<li class="li">
<strong class="ph b">Manual translations only</strong>:
For these languages, you must
manually supply translations. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756745882" target="_blank">Translating replies for AI
agents</a>.
</li>
</ul>
</li>
<li class="li">
(Recommended) If you selected a language with automatic translations
available, select
<strong class="ph b">Use automatic translations for this
language</strong>.
<p class="p">
<img class="image" id="topic_rmc_kzx_jgc__image_h1w_pqq_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_add_language_automatic_translation.png" width="500">
</p>
</li>
<li class="li">
(Optional) If you selected a language for which automatic
translations
aren't available, or if you don't want to use automatic translations,
select
<strong class="ph b">Duplicate replies from another language</strong>.
<p class="p">
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.
</p>
<p class="p">
For AI agents that don’t have reusable replies, such
as
brand-new AI agents, keep this option deselected.
</p>
<ul class="ul" id="topic_rmc_kzx_jgc__ol_aqs_n3y_jgc">
<li class="li">
In <strong class="ph b">Select language to duplicate</strong>,
select the language you want
to copy replies from.
<p class="p">
<img class="image" id="topic_rmc_kzx_jgc__image_ivf_rqq_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_add_language_manual_translation.png" width="500">
</p>
</li>
</ul>
</li>
<li class="li">
Click <strong class="ph b">Add</strong>.
<p class="p">Your language is added.</p>
</li>
</ol>
</div>
<p class="p">
If you selected automatic translations, the language is automatically
activated. You
can
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9066753203738#topic_svb_zxq_2jc" target="_blank">view the translations for each dialogue</a>
from within the dialogue builder.
</p>
<p class="p">
If you selected manual translations, you must activate the language
before the AI
agent can use it in conversations with customers.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_etz_kzx_jgc">
<h2 class="title topictitle2" id="ariaid-title4">Activating a supported language</h2>
<div class="body">
<p class="p">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9624068102682#topic_jyw_4zx_jgc" target="_blank">active replies</a>
for that language, so make
sure those replies are ready to be seen by customers before you do
this.
</p>
<p class="p">
Languages with automatic translations can't be deactivated, only
<a class="xref" href="#topic_x5t_mzx_jgc">deleted</a>.
</p>
<p class="p">
<strong class="ph b">To activate a language</strong>
</p>
<div class="p">
<ol class="ol" id="topic_etz_kzx_jgc__ol_gxj_bjy_jgc">
<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_etz_kzx_jgc__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">
Under Manual translations, find the language you want to
activate, click the
options menu (<img class="image" id="topic_etz_kzx_jgc__image_lzk_qjy_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">),
and select <strong class="ph b">Activate</strong>.
<p class="p">
<img class="image" id="topic_etz_kzx_jgc__image_eqd_prq_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_activating_language_manual_translation.png" width="600">
</p>
<p class="p">
The language's status
changes to Active.
</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_x5t_mzx_jgc">
<h2 class="title topictitle2" id="ariaid-title5">Deleting a supported language</h2>
<div class="body">
<p class="p">
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.
</p>
<div class="p">
<div class="note important" id="topic_x5t_mzx_jgc__note_f5q_hkq_2jc">
<span class="importanttitle">Important:</span> 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.
</div>
</div>
<p class="p">
<strong class="ph b">To delete a supported language</strong>
</p>
<div class="p">
<ol class="ol" id="topic_x5t_mzx_jgc__ol_rcl_tjy_jgc">
<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_x5t_mzx_jgc__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">
Find the language you want to delete, click the options menu
(<img class="image" id="topic_x5t_mzx_jgc__image_o11_5jy_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">),
and select <strong class="ph b">Delete</strong>.
</li>
<li class="li">
In the confirmation dialog, type the name of the language
and click
<strong class="ph b">Delete</strong>.
<p class="p">
<img class="image" id="topic_x5t_mzx_jgc__image_g1b_wrq_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_delete_language_confirmation.png" width="450">
</p>
</li>
</ol>
</div>
</div>
</div>
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