Languages
How the chatbot's language setting works — mirroring the visitor by default, or pinning every reply to one language.
Each chatbot has a language setting, found under Chatbot settings. It has exactly two behaviours, and which one you get depends on the value.
The two behaviours
| Language setting | What the agent does |
|---|---|
en (English, the default) | Replies in whatever language the visitor writes in. |
| Any other language | Always replies in that language, even when the visitor writes in another. |
So the default is multilingual: a visitor who writes in Spanish gets a Spanish reply, one who writes in German gets German — with no configuration. Pinning the language is the deliberate choice, useful when your brand must answer in one language regardless of how it is addressed.
34 languages can be selected, including English, Spanish, French, German, Italian, Portuguese, Dutch, Polish, the Nordic languages, Czech, Greek, Romanian, Hungarian, Russian, Ukrainian, Turkish, Arabic, Hebrew, Persian, Urdu, Hindi, and Bengali.
Your knowledge base does not have to match
Answers are translated at generation time from whatever the retrieved passages say. A knowledge base written entirely in English can answer French questions correctly.
The one thing that does not translate is retrieval. A question in French is matched against your chunks as written, so a French question against English-only content matches less reliably than the same question in English. Two practical consequences:
- Where a language matters commercially, add at least the key pages — pricing,
shipping, returns — in that language too.
- An FAQ pair written in the customer's
language is a cheap, precise fix for one frequently asked question.
Whether the agent answers at all is still decided by grounding, not by language. When nothing relevant is retrieved the visitor gets your fallback message verbatim — it is a fixed string, so it is not translated. Write it in the language most of your visitors use, or keep it short and neutral.
Where to go next
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