Why doesn't the bot's automatic translation detect the end user's locale in social channels?

Question

Why does the automatic translation from a bot connected to a social channel like WhatsApp or Facebook Messenger not detect the end user's locale?

Answer

Social messaging channels do not pass the locale to the bot builder. As a result, automatic translation for bot messages, text, links, variables, and other elements is not available for a social messaging bot.

The bot translates the flow to the language of the end user based on the locale detected from the first message received by the bot. For example, if the end user has a device locale set to English but sends their first message in Spanish, and Spanish is selected as a locale in the bot languages, then the bot will automatically translate the flow to Spanish.

If the user wants the bot to provide answers in a different locale, the end-user's profile in Support must be deleted. This action creates a new UserApp ID, and the first message from the user will set the locale for future interactions.

This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.