Multilingual conversations
Configure supported workflow translation options and test the actual experience in each language you serve.
Plan the language experience #
Decide which language your workflow is written in and which languages your customers need. Keep the source wording short and clear; a translated ambiguous question is still ambiguous.
Enable supported workflow options #
Open the workflow’s language settings where available. Some conversation triggers support multilingual behavior; availability depends on the workflow and its trigger. Review the language and translation options displayed by the application.
Do not assume language translation also translates external records, rewrites every API response, or changes the destination account’s locale.
Test decisions as well as messages #
Check welcome messages, questions, button choices, error messages, and responses containing variables. Test a customer reply in each supported language, especially if the workflow compares text or matches a start command.
For target-message triggers, choose the intended case-sensitivity and matching rules explicitly. A translated greeting is not proof that every possible translated command will match.
Keep names and identifiers stable #
Use stable identifiers for records and external resources. Avoid making a translated display label the only way to identify an order, product, or account.
For AI-generated responses, instruct the assistant to answer in the intended language while preserving identifiers and factual values. Add a fallback when the question cannot be answered reliably.