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When you have a global customer base, a bot talking to your customers in a language they best understand will improve your customer support and CSAT rating. With the bot builder, you can configure multiple languages in a single pane. If a particular conversation needs to be updated for another language, you can access it in the bot builder and update the conversation for just that language.

A quick guide to setting up multilingual answers

  • Go to Answers > Train your bot. Click here to learn more about configuring answers in the bot builder.
  • Click on the Edit icon for the required question. 
  • By default, English will be the primary language. You can configure the primary language while creating the bot. You will not be able to reset it later. All other languages will become the secondary languages for the bot.
  • You can now configure the questions, answers, and variants for all other languages from the right panel under the Answers tab.

  • You can use the filters to filter by language and type from the Train your bot tab and filter by language in the Questions tab.

  • When it comes to solution articles, the articles will only be shown based on the languages it has been composed and published in on your knowledge base. For example: if the article is written in 4 languages, you will be able to switch between those 4 languages to add the variants but not add a new language here for the knowledge base.

A quick guide to setting up multilingual flows

  • Go to Flows > Configure > Multilingual. Make sure to select the correct bot version.
  • Pick the required languages from the drop-down, and they will get listed. Here are the languages that are supported today.

  • Click on Download bot script to get the bot flows in your account's primary language. In the file that downloads, you will find all the flows that you have built (in your primary language). 
  • Replace the text in your primary account language with translations in the language you are offering customer service in.
  • Once you've completed the translations, you can click on Upload file to upload the updated file against the corresponding language. 

  • The versioning feature supports multilingual translations. You do not have to worry about re-uploading the translation file for every version. However, when you make any changes to the newer (or draft) version of the bot, remember to download the existing translation file of the draft version, add translations just for the newer changes, and upload it to the same draft version.

Note: The multilingual translation files are unique to each version of the bot. Uploading the translation file of one bot version to another bot version can cause issues.

  • You can also add translations for the Title and Subtitle of the widget from the 'Customize' page for the Self-service widget fo