Speaking their language
The upgrade that lets your agent answer in your customers' own languages, how to read who is arriving in which language, and how to switch it on.
By default your agent works in English. As an upgrade, it can hold the whole conversation in the language a customer writes in: more than thirty languages, including major world languages and African languages such as Twi, Ga, Ewe, Yoruba and Swahili done properly rather than through a rough gloss.
How it works, honestly
When a customer writes in another language, their message is translated so the agent understands it, and the reply is given back in their language. The important part is what does not change: every safety rule applies in every language. A reply in Twi still cannot state a price you have not approved, still says an honest "a colleague will confirm" when a fact is missing, and still hands over to a person when it should. The language changes; the truth rule does not.
The visitor languages report
Whether or not the upgrade is on, your console can show you which languages your visitors are actually arriving in. This is the report to read before you decide the upgrade is worth it: if a third of your conversations open in a language you do not serve, that is a third of your enquiries working harder than they should to talk to you.
To read it: open the Languages screen in your console. Each row is a language and how many conversations arrived in it. If a language shows up often, that is your answer. If the report is empty, detection only records while the language feature is on, and the screen says so plainly, so an empty report is not a fault.
Switching it on
The language feature has two gates, and both must be open:
- Your plan includes it. It is an upgrade, so the capability has to be on your account. If it is not, talk to us and we will sort it out.
- You turn it on. Once the capability is there, you switch the feature on from your console.
With both open, the agent answers each customer in their own language from their very first message. Nothing else in your setup changes: the same facts, the same playbook, the same briefs, just reaching more of the people who were already knocking.