Answer in their language.
A customer who writes in Hindi gets Hindi back, in the script they used.
Multilingual support means answering a customer in the language they wrote in, including the script they used. For a business selling across borders or serving a mixed city, this is the difference between a reply that reads as written for them and one that reads as processed.
- Language and script matched to the customer's latest message
- No forced switch to a house language
- Voice notes transcribed before they are answered
- Knowledge base written in one language, answers in another
How it works.
- 01
Write your knowledge once
Keep your answers in whatever language your team writes in. The right one is found and the reply comes back in the customer's language.
- 02
Let the customer choose
There is no language setting for a contact to pick. The agent reads the language and script of their latest message and answers to match.
- 03
Handle voice the same way
A voice note is transcribed first, then answered as text, so a spoken message in a second language follows the same path.
- 04
Take over when it matters
When a thread needs a person, pause the agent and hand it to a teammate who speaks the language, with the whole thread in front of them.
Mirroring, not translation
The instruction is to write in the same language and script the customer just used, and not to switch or translate unless the customer does first.
- Language matched per message, so a mid conversation switch is followed
- Script respected, not only the language name
- No fixed language list to configure or maintain
Grounding survives the language change
Answers are still built from your knowledge base, orders, catalog and hours. Changing the reply language does not change the facts it is allowed to use.
- Knowledge retrieved regardless of the reply language
- Order and catalog facts carried into the answer
- Sources recorded for the reply the same way
Voice notes in any language
Inbound audio is downloaded and transcribed so the agent drafts against the customer's actual words.
- Transcription before drafting
- A spoken question answered in the language it was asked in
- The transcript is visible in the thread for your team
What it does not do.
A very short message can be read as the wrong language, and answered in it.
There is no per contact language preference and no forced house language.
Automatic replies mirror language. Broadcasts and templates are written by you, per language.
Common questions
Which languages are supported?
- There is no fixed list. The agent answers in the language and script of the customer's latest message, whatever it is.
Do I need a knowledge base per language?
- No. Write your answers once. The right one is found and the reply comes back in the customer's language.
Can I force one language for everyone?
- Not as a setting. If a conversation needs handling in one specific language, pause the agent and reply as a person.
Does a customer's language get remembered?
- There is no per contact language field. The agent reads the latest message each time, which handles customers who switch mid conversation.
Are broadcasts multilingual?
- Broadcasts send the content you write, so language there is your choice. Segments let you build audiences and send a version each.
What about templates?
- WhatsApp message templates carry a language code and are submitted per language, so a template exists once for each language you use.
Are voice notes transcribed in every language?
- Accuracy depends on the recording: a clear voice note transcribes well, a noisy one less so. Where the audio cannot be read, the message appears as an audio placeholder.
Does the audit record show the language?
- The record captures the action and who took it. The message itself is in the thread, in the language it was sent.
Every question in one place, answered once.