Multilingual

Article Quick Links:

1. Configuration
2. Chatter Options
3. Supported Languages

Configuration

There are two ways that you enable your bot to serve  your chatter's in their own language. You can choose to use Ada's automatic translation feature, or you can choose to provide your chatter's with custom translations that you add to your bot's Answers.

Here's how to configure the two different methods:

Automatic Translation

The simplest setup is to use Ada's automatic translation feature. With this feature enabled, Ada uses the Google Translate API to translate the chatter's non-English message. 

1. Login to the Ada dashboard
2. Go to Settings → Multilingual
3. Check the languages you want the bot to automatically translate your Answers to
4. Toggle the switch next to Automatic Translation to green

Once you have enabled automatic translation, for languages that are supported by Ada's multilingual offerings as listed below, the bot will behave in the following ways:

• If a chatter types a message that is 45 characters or longer, the bot will detect the chatter's language automatically, and respond with the appropriate translated answer.
• If the chatter's message does not meet the 45 character minimum, the bot will attempt to detect the chatter's browser language, and respond with the appropriate translated answer if applicable. 
• If a chatter types the exact name of a supported language (ex. french or français), the bot will detect the chatter's language and switch to that language. There must be an exact match however, meaning that typos and the name of the language within a larger message (ex. "do you speak French?") will not trigger a language switch.

You have the option to overwrite the automatic translation with a custom translation.

Custom Translation

1. In Answers, select or create an Answer
2. Click the '🌐 Add' button, and select the language you want to customize (this list is populated by the 'Supported Languages' list in Settings → Multilingual)
3. Add in your translated content
4. Click Publish

You can also overwrite the automatic translation of Quick Reply Labels. This is especially relevant if the Answer is included as a suggested Quick Reply button when a chatter's question is not understood.

1. In Answers, select or create an Answer
2. Click the ⚙ button to open the Answer Settings
3. Click the '🌐 Add' button under Quick Reply Label, and select the language you want to customize (this list is populated by the 'Supported Languages' list in Settings → Multilingual)
4. Add in your translated Quick Reply Label
5. Click Publish

Chatter Options

If you have enabled automatic translation, if a chatter types a message that is 45 characters or longer, the bot will detect the chatter's language automatically, and respond with the appropriate translated answer. If the chatter's message does not meet the 45 character minimum, the bot will attempt to detect the chatter's browser language, and respond with the appropriate translated answer if applicable. This is of course only the case for languages that are supported by Ada’s multilingual offerings, which are listed below.

Chatters may also set their language in the chat window.

Instructions for Chatters to Set Language

1. Click ⚙ in the chat window
2. Select language (this list is populated by the 'Supported Languages' list in Settings → Multilingual)
3. Click Save
4. Click the back arrow ⬅ to return to chat

Supported Languages

We have launched Multilingual in the following languages:

• Belarusian
• Bulgarian
• Burmese
• Czech
• Chinese (Simplified)
• Chinese (Traditional)
• Croatian
• Danish
• Dutch
• English
• Estonian
• Filipino (Tagalog)
• Finnish
• French
• German
• Greek
• Haitian Creole
• Hindi
• Hungarian
• Icelandic
• Indonesian
• Italian
• Japanese
• Khmer
• Korean
• Latvian
• Lithuanian
• Malay
• Norwegian
• Polish
• Portuguese
• Punjabi
• Romanian
• Russian
• Slovak
• Slovenian
• Spanish
• Swedish
• Tamil
• Thai
• Turkish
• Ukrainian
• Vietnamese

Let us know if we missed a language that's important to your company.

Notes

• The Conversation Transcript language always matches the chatter's language.

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For any additional questions or to confirm whether this feature is apart of your pricing plan, please contact your ACX Consultant, Account Manager or email us at: [e-mail]