This article covers the third phase of your multilingual AI agent journey: Translate and build replies.
Before you start reading, it’s good to understand the difference between "translate" and "build" as the two approaches to this:
Building means NOT using existing replies at all and just creating everything from scratch as you would with a new AI agent.
Translating is reusing existing replies from existing languages and translating. If this is what you prefer, make sure Duplicate replies from another language are selected when the new language is added.
You can translate all of the content of the language using the export file. That includes: replies, templates, and system replies
This article covers the steps after new languages have been added:
Exporting file for localization
There are two times you might want to export files for translation:
One is during the language-adding process; the other is to do it later in case there are changes made to the replies after a file has been exported.
During the language-adding process
- After adding a language in Settings > AI agent settings > Languages
- Make sure Duplicate replies from another language is selected
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In the pop-up window click Export
Export Anytime
You can also export the files any time you want if you prefer to check the dialogue flows first.
Just click the Translate button in the top right corner of the Languages page in AI agent settings. Make sure to select the new language you want to translate to in the dropdown. Say you have created replies in English and now you want to add German responses, you would export German.
Auto translate
There is a new experimental functionality where with Google Sheets you can have an automatic translation populated for you which just requires review before upload rather than creating all replies from scratch.
Managing Translations
On the export, you will have a tab per reply and a 5-column table. You can find a description of the columns below:
| Column | Description |
| Type |
The options here are nodeText which shows the AI agent messages, escalation text, team availability text, and carousel content. nodeAnswerOption is for the customer message button text options Do not edit this field |
| Id |
This is broken down into the reply ID number, which you can identify from the URL of the reply, and then an identifier for the dialogue node. This is how the system is able to rebuild the content. Do not edit this field |
| Language Id |
This tells the system the language ID of the file that was the source of the translation. Do not edit this field |
| Original string | What is the text that exists for the source language. Do not edit this field |
| Translated string |
This is where the translated text should be added for each respective message. Do not translate the Intent Name - Row 2 |
When going through the translation process, we recommend color-coding your document to highlight which need to be translated, which do not, and which have been to make tracking progress simple.
Note - If the AI agent has entity lists/expression lists, these are not included in the exported translation file, so will need to be created as a list manually.
Importing translation file
Once the file is translated and ready to be imported, follow the steps below:
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Go to Settings > AI agent settings > Languages
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Click Translate then select Import translation file
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In the pop-up window
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First, select the language to import to
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Then, select the file corresponding to that language
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Translate a single reply
It is possible to translate a single reply without exporting the whole catalog of replies. It can be achieved very quickly with the below steps:
- Navigate to the dialogue you want to translate
- On the burger menu on the top right navigate to Export the translation file
- Prepare the translations - optionally use auto-translate capability with Google Sheets
- Once ready, open up the same dialogue and import the translations
- After successful import translations will be visible right away