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Managing languages in an AI agent for messaging



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Aimee Spanier

Zendesk Documentation Team

Edited Feb 03, 2025


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45 comments

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Daniel Aron

Zendesk Product Manager

Hey folks, I'm happy to share the release of custom translations for Zendesk AI agents (conversation bots) on messaging. Here's the announcement. This feature is designed to solve some of the problems mentioned in this comment thread relating to offering multilingual bots and managing automatic translations. Please try it out and provide feedback on how it's working for you and your business.

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Great news Daniel Aron 🙌. We look forward to adding more languages (Ukrainian, Catalan, Hebrew, Latvian, Bulgarian, Lithuanian, Slovak, Portuguese, Slovenian, Danish, Greek, Mandarin Chinese, Malay, Thai (Siamese) and Cantonese). 

 

Is it correct, that “this is a translation from the default language” was finally removed for non-default languages? 

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이지훈(maclaude) I also like that they removed this message. It looked unprofessional.

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Daniel Aron

Zendesk Product Manager

Hi Viachaslau 

Is it correct, that “this is a translation from the default language” was finally removed for non-default languages? 

Yes, confirming that was removed as part of this release. 

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Hi, is this customization of translation available for “options” in the flow builder ?

 

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이지훈(maclaude)

Zendesk Luminary

Hi. Sarah dw

No. You can use your own translation for the bot's messages in the options, but the button is not available yet.

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Daniel Aron

Zendesk Product Manager

Hi Viachaslau I'm happy to share that Zendesk bots now support more languages, including some of your examples. Here's the announcement for more details.

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Daniel Aron Thanks, we added them to our bot since the launch day :). No more odd behavior (happened occasionally) when customers spoke Ukrainian or Bulgarian 😆:
 

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Another strong vote to make the custom translation available for the options buttons. Since this is currently not possible, we completely need to switch off the multi-lingual support for the AI agent. There would be several ways to solve the problem:

  1. Custom translation for the buttons directly
  2. Support for dynamic content
  3. Allow to use a predefined list of terms (like "entities") that are not translated automatically

I would prefer 2. or 3., while 3 could be helpful for the whole AI agent conversation in general.
There is a screenshot attached where you see that one of our product name “Kontakt” is automatically translated. In another case it translates a tool of us called “Native Access” that we do not want to have translated

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As follow up to my previous post above: we are looking into a workaround by using “Dynamic options”.  It looks like these are not translated. It is imo unnecessary complicated to be forced to load button labels from a server, but in our first test it seems to work. However, the next problem is that we would only like certain terms not to be translated on button labels (in the example below only “Native Access”), so I am not yet sure if we should solve this problem with “Dynamic options”.

There is a nice tutorial about implementing dynamic options.

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I would also like to see that Option titles and Button titles would support own translatations. The shorter the text is, it is more likely that translations loose context, leading to odd translations, and poor user experience.

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Noting that even with longer texts terminology used in translations change to different context, like the Bot flow would not not be translated as whole having specific context, but each text translated single separate string. It would be great, if you could somehow define the context for the translations, like “apartment rental” or “car dealership”, and translations would use terminology in translations accordingly. Maybe not the best example, as these might not have overlapping terminology, but hopefully the idea is clear. 

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The new features for managing custom translations are really good! One thing that still needs to be done is to be able to set different links for different languages (which cannot be managed by automatic translation). Is this a development we can look forward to? 

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Hi team ,

 

We have set the styling of our messenger widget, which is presented perfectly on our site. However, when we allow for translations based on the end user's browser settings then our widget appears buggy when it is translated. 

 

Based on the article “If the conversation bot is embedded in your website, the bot text is translated into the customer's selected browser language." This is true, but then our styling completely disappears. 

 

How can we use translations but maintain the styling?

See below image of our styling, then the appearance on the front-end when it is a language different to our default.  

 

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I can only see English as an option to set language for the AI agent/ AI agents for messaging/ my chat bot / settings

 

That is American English.  There is no settings for UK English, just ‘English’ (American).  

 

Does anyone in support know of a way to set the bot to use British English?

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