In Zendesk, you can start conversations through the Web Widget with customers based on conditions you define. Your business may require service in multiple languages. In this tutorial, you'll learn how to create proactive messages in different languages.

This article includes:

  • Step 1: Create a proactive message in French
  • Step 2: Clone the message in different languages

Step 1: Create a proactive message in French

This workflow uses French as the main example, but you can change the language according to your needs.

To create a French proactive trigger

  1. Create a proactive message
  2. Under Proactive message* (required), add your message in French or any other language
    proactive message in French
    Bonjour 👋 Vous cherchez quelque chose ? Nous sommes là pour vous aider !
  3. Choose if you want an agent or the bot to respond to the customer's query
  4. Under Conditions, add:
    • Device | Language | Is | French
      Conditions for proactive French trigger
  5. Under When to check the conditions, choose:
    • Visitor is on the page | 0| 30
      Visitor is on the page for 30 seconds 
      The proactive message described in this article initiates after the customer has spent 30 seconds on the page
  6. Add a tag for reporting purposes
  7. Choose when to send your message
  8. Select Publish

Step 2: Clone the message in different languages

To provide support in different languages, clone the proactive message and change the language for each language.

To create proactive messages in different languages

  1. Clone the message you created previously
  2. Under Proactive message* (required), add your message in the new language
  3. Under Conditions*, select the existing condition, and click Edit
    expand condition key.png
  4. In Value, open the drop-down to select the new language
    update the language of the proactive message
  5. Select Update and save the proactive message

Repeat the process for all the languages you support.

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