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Note: Custom flow and answer bots are no longer being actively maintained. It is recommended to transition to the improved bot builder, enriched with the latest Freddy Self Service features. Learn more.

TABLE OF CONTENTS

• Multilingual Custom Flows
  • How to setup Multilingual Custom Flows
  • How does this work for your customers 
  • The order used to determine the language the bot will speak
  • How does this work for your agents

Multilingual Custom Flows

Your DIY bot builder can now be localized in up to 35 global languages. You can create a localized bot flow for your customers by following these steps. With multilingual chatbots, go global while remaining personal. 

Note: Multilingual custom flows are only available on webchat.

How to setup Multilingual Custom Flows

1. Add your primary and secondary languages under Admin > Languages. 

Your primary language can be the most common language understood and spoken by your customers, e.g English. Your secondary languages can be the non-English speaking geo’s your business caters to. E.g if your business serves the EU market, you can add EU languages. Learn how to add languages here

2. Go to Chatbots > Manage Flows > New Custom Flow

To know more about creating custom Flows, Click here

3. Click “Translate” 

4. All the languages you have enabled in Step #1 will appear here. 

5. Once you create your bot flow in your primary language, you can add corresponding localized text for the enabled languages. 

Note: The translated copies need to be provided from your end. You can use an app like Google Translate to do this. We additionally recommend you to get the translated copy proofread by someone who understands the language.

6. Click Done and set your bot flow live. 

How does this work for your customers 

The language your bot will speak is determined based on certain conditions set up by your customers or by you.

The highest priority is given to the locale you have passed in the code that you used to install the Freshchat web messenger. If you have not set up any language in the code, the customer’s browser locale will be picked up by the bot as the preferred language. If a browser locale is not available either, the customer will be shown the bot in the language set up in their operating system.

The order used to determine the language the bot will speak

Locale passed in chat widget’s installation code → If not available → Browser language → If not available → Operating system language 

Note: If your bot is not translated in the customer’s locale, browser, or operating language, the fallback language will be the primary language you have set up.

How does this work for your agents

Your agents will receive incoming conversations in the language the customer responds in. If a customer in Italy interacts with the custom flow in Italian, your agents will see the responses inside the Freshchat Team Inbox in Italian.