A category and the FAQs it contains can be written in multiple languages. To determine in which language the FAQ is to be shown to the users, Freshchat uses the user locale.
In case of a mobile user, the locale can come from app or device. The app’s user locale gets priority over device’s user locale.
For web user, Freshchat uses the browser’s locale. This way you will always be delivering FAQs in the language that your user is currently using.
However, if the language for that user locale hasn’t been added / enabled in the ‘Languages’ section of settings, then the user will be displayed FAQs in the selected Primary Language.