Adding and managing supported languages for AI agents (AI agents - Advanced only)

Add-on

AI agents - Advanced











This article applies only to customers who
bought AI agents - Advanced before March 10, 2026. Otherwise, see 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.
This article contains the following topics:

Adding a supported language to an AI agent
Activating an added language
Setting an AI agent’s default language
Editing an added 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



Adding a supported language to an AI agent

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 new 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 Languages, select the language you want to add.
In Icon, select the icon for the new language.
If the AI agent already has well-built replies in another language that can
be translated and reused in the language you’re adding:
Select Duplicate replies from another language
(recommended). For AI agents that don’t have reusable
replies, such as brand-new AI agents, keep this option
deselected.

Select the language you want to copy replies from.


(Voice only) In Locale, select a locale to determine the AI agent’s
vocabulary and accent. For example, if you add French as a supported
language, you can choose a locale of France or Canada. The locale
affects the AI agent’s phrasing, word choice, spelling conventions in
transcripts, and spoken pronunciation during conversations.

In Locale ID, enter the same locale information you maintain in your
CRM (for example, de_DE, germany, or DE). You can add multiple values
separated by commas.


Note: Locale values are case sensitive, so make
sure at least one of the values you enter matches the locale value
from your CRM exactly.


Click Add. A "New language added" dialog appears.


If you opted to duplicate replies earlier in these steps, click
Export to get a file for translation. If
you didn’t, click Skip for now.



Your language is added. You can continue to add more languages, or else begin building dialogues for the new language.



Activating an added language

An added 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.
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.
Find the language you want to activate, click the options menu ( ), and select Edit.
Select Activate.
(Optional) Select Activate all inactive replies in this language if
you want to activate any reply that’s currently marked as inactive.
(Optional) Select Set as default if you want to set this language as
the AI agent’s default
language.
Click Save.






Setting an AI agent’s default language

An AI agent’s default language is used when the customer’s locale is unknown. A language must first
be active before it can be set
as the default. An AI agent can have only one default language at a time.
To set a default 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 activate, click the options menu ( ), and select Edit.
Select Set as default.
Click Save.





Editing an added language

At any time, you can edit a language you added to an AI agent.
To edit a 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 edit, click the options menu ( ), and select Edit.
Make changes as needed. See Adding a supported language to an AI agent for help.

Click Save.




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