Workflow templates / Routing
Draft replies in the customer's language
Replies in the customer's language are written by the AI and flagged for a fluent teammate.
Works with: Any channel, Knowledge for AI to read
How it works
- The AI detects the language
- It is saved on the contact
- The AI writes a reply in it
- A note asks for a fluent teammate
Steps in the workflow: Trigger, AI, End, Set contact field, AI, Internal note.
Who it is for
Brands with multilingual customers.
Good to know
- Does the AI send on its own?
- Yes, while this automation is on. It answers from your knowledge, and if it can't it tells the customer the team will reply and waits for a person.
- Can I route by language?
- Yes: add a Language rule in Settings → Routing.
- What are the channel limits?
- On WhatsApp, a business can message first only with an approved template (needs a WhatsApp Business account); free-form replies work within 24 hours of the customer's last message. It sends one message per recipient per run, and replies need a separate trigger.