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

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<div class="note attention" id="language_managing__note_qhn_phq_2jc">
<span class="attentiontitle"></span> This article applies only to customers who
bought AI agents - Advanced before March 10, 2026. Otherwise, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10701417287194" target="_blank">Adding and managing supported languages for AI
agents</a>.</div>
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. </div>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="language_managing__ul_fcy_13y_jgc">
<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 an added language</a></li>
<li class="li"><a class="xref" href="#topic_fhd_mzx_jgc">Setting an AI agent’s default language</a></li>
<li class="li"><a class="xref" href="#topic_x5t_mzx_jgc">Editing an added language</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="language_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>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rmc_kzx_jgc">
<h2 class="title topictitle2" id="ariaid-title2">Adding a supported language to an AI agent</h2>
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<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 new 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__d8e295" 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">Languages</strong>, select the language you want to add. </li>
<li class="li">In <strong class="ph b">Icon</strong>, select the icon for the new language. </li>
<li class="li">If the AI agent already has well-built replies in another language that can
be translated and reused in the language you’re adding: <ol class="ol" id="topic_rmc_kzx_jgc__ol_aqs_n3y_jgc" type="a">
<li class="li">Select <strong class="ph b">Duplicate replies from another language
(recommended)</strong>.<p class="p">For AI agents that don’t have reusable
replies, such as brand-new AI agents, keep this option
deselected. </p>
</li>
<li class="li">Select the language you want to copy replies from. </li>
</ol>
</li>
<li class="li">(Voice only) In <strong class="ph b">Locale</strong>, select a locale to determine the AI agent’s
vocabulary and accent.<p class="p">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.</p>
</li>
<li class="li">In <strong class="ph b">Locale ID</strong>, enter the same locale information you maintain in your
CRM (for example, de_DE, germany, or DE).<p class="p">You can add multiple values
separated by commas.</p>
<div class="p">
<div class="note" id="topic_rmc_kzx_jgc__note_frh_ctd_h3c">
<span class="notetitle">Note:</span> Locale values are case sensitive, so make
sure at least one of the values you enter matches the locale value
from your CRM exactly.</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Add</strong>.<p class="p">A "New language added" dialog appears.</p>
<p class="p"><img class="image" id="topic_rmc_kzx_jgc__image_fc5_w3y_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_new_language_added.png" width="450"></p>
</li>
<li class="li">If you opted to duplicate replies earlier in these steps, click
<strong class="ph b">Export</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756745882" target="_blank">get a file for translation</a>.<p class="p">If
you didn’t, click <strong class="ph b">Skip for now</strong>.</p>
</li>
</ol>
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<p class="p">Your language is added. You can continue to add more languages, or else begin <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">building dialogues</a> for the new language.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_etz_kzx_jgc">
<h2 class="title topictitle2" id="ariaid-title3">Activating an added language</h2>
<div class="body">
<p class="p">An <a class="xref" href="#topic_rmc_kzx_jgc">added language</a> 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"><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__d8e295" 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 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">Edit</strong>. </li>
<li class="li">Select <strong class="ph b">Activate</strong>. </li>
<li class="li">(Optional) Select <strong class="ph b">Activate all inactive replies in this language</strong> if
you want to activate any reply that’s currently marked as inactive. </li>
<li class="li">(Optional) Select <strong class="ph b">Set as default</strong> if you want to set this language as
the <a class="xref" href="#topic_fhd_mzx_jgc">AI agent’s default
language</a>. </li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p"><img class="image" id="topic_etz_kzx_jgc__image_lmc_gjy_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_activating_added_language.png" width="500"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_fhd_mzx_jgc">
<h2 class="title topictitle2" id="ariaid-title4">Setting an AI agent’s default language</h2>
<div class="body">
<p class="p">An AI agent’s default language is used when the customer’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756692890#topic_urt_nxx_jgc" target="_blank">locale is unknown</a>. A language must first
be <a class="xref" href="#topic_etz_kzx_jgc">active</a> before it can be set
as the default. An AI agent can have only one default language at a time. </p>
<p class="p"><strong class="ph b">To set a default language</strong></p>
<div class="p">
<ol class="ol" id="topic_fhd_mzx_jgc__ol_ffw_njy_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_fhd_mzx_jgc__d8e295" 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 activate, click the options menu (<img class="image" id="topic_fhd_mzx_jgc__image_z1l_sjy_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">), and select <strong class="ph b">Edit</strong>. </li>
<li class="li">Select <strong class="ph b">Set as default</strong>. </li>
<li class="li">Click <strong class="ph b">Save</strong>.</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">Editing an added language</h2>
<div class="body">
<p class="p">At any time, you can edit a language you added to an AI agent. </p>
<p class="p"><strong class="ph b">To edit a 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__d8e295" 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 edit, 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">Edit</strong>. </li>
<li class="li">Make changes as needed. <p class="p">See <a class="xref" href="#topic_rmc_kzx_jgc">Adding a supported language to an AI agent</a> for help. </p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
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