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Managing bot language detection



Posted Mar 13, 2024

I wonder how bot detect customer language through the different channels I have read that with Web widget it should be as the help center it embed ,if it on a website it should detect user's browser language but how it works if I connect the bot on Messenger or whatsApp or other channels . 


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I have the same question, specifically how the bot detect the language in the Messaging Channel

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Destiny

Zendesk Customer Care

Hello Antonio,
 
Thank you for your interest in understanding how our bot detects customer language across various communication channels.
 
For the Web/Messaging widget, the bot is designed to align with the language settings of the embedded Help Center. When placed on a website, the bot typically detects the user's browser language settings to determine the preferred language for interaction.
 
For Social Media: Language recognition doesn't work for social media tickets. When an end user sends a ticket from a social media platform such as Facebook Messenger, it's the default Zendesk account language that is associated with the end-user profile.
 
You can read more about this here How does Zendesk set a language for a user in Support?.
 
I hope that helps.  

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Destiny Thank you for your response .
By that I have 2 more questions if you can help me with :

1-How to override this limitations and does SunCO can override it ?
2-I have an idea which is as you said that bot detects browser language so can I send an API request to the browser to change the language meaning by choosing from i.e. 2 languages then if he choosed English I fire a request to change browser language which means chaning bot language . is that applicable ?

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