Managing languages in Flow Builder – DEMETER ICT APAC

Flow Builder includes language settings that allow you to specify a default flow language, and configure Answer Bot to speak in multiple languages for an improved customer experience. Using these settings, you can control the language used in a single-language flow, or create multi-lingual flows.

This article includes the following topics:

Supporting single-language flows

By default, your flow language is set to your account's default language. Or, if needed, you can specify a different language for the parts of your conversation you cannot edit, including:

To specify a default language for a flow

In Admin Center, click the Channels icon () in the sidebar, then select Bots and automations > Bots.
Locate the brand for the flow you want to update, and click Edit flow.
At the bottom of the page, click Settings.
On the Settings page, use the dropdown to select your language.
Click Publish at the bottom of the page.
Note: For consistency and ease of comprehension, the default language selection should match the language your conversation is written in.

Supporting multilingual flows

If your customer base requires multilingual flows for communication, there are a number of settings – in Flow Builder as well as other Zendesk products – that should be considered, including:

Enabling automatic translation in Flow Builder

Within Flow Builder, you can enable a feature which automatically translates the text elements in a flow you create yourself, including:

These elements should be created in the default language for the flow, as described in the previous section. Flow Builder uses the language setting to determine the source language when translating text.

Note: Automatic translation does not translate help center articles, ticket fields, or other text elements managed outside of Flow Builder. See the sections below for more information.

To enable automatic translation

In Admin Center, click the Channels icon () in the sidebar, then select Bots and automations > Bots.
Locate the brand for the flow you want to update, and click Edit flow.
Create your flow in its selected default language.
At the bottom of the page, click Settings.
Click the box to enable automatic translation.
Click Publish at the bottom of the page.

Automatic translation for messaging automatically translates the flows for your customers, based on their selected browser language.

Translating help center articles

You can suggest help center articles in a conversation flow to direct customers to information that may help them self-solve their questions.

To offer help center articles in multiple languages, you’ll need to enable those languages in your Guide settings, then add translated versions of those articles to your help center.

For more information, see Configuring your help center to support multiple languages and Localizing help center content.

Translating conversations in the Zendesk Agent Workspace

After taking over a conversation from Answer Bot, agents can use the native translation feature in the Zendesk Agent Workspace to communicate with customers and other agents across multiple languages. This feature is enabled by default for all customers using Agent Workspace, but is only available for agents with a Chat seat.

For more information, see Translating conversations in the Zendesk Agent Workspace.