Enhancing Global Communication with Guided Conversations' Multilingual Feature
Overview
Guided Conversations (GC) is a powerful automation tool that allows businesses to create interactive chat experiences to their customers. To provide an inclusive experience, businesses need to support multiple languages. The multilingual feature in GC enables customers can engage in their preferred language, improving engagement, reducing misunderstanding, and increasing overall satisfaction.
Why Multilingual Support Matters
1. Enhanced Customer Experience
Customers feel more comfortable when they can interact in their native language. This leads to higher engagement rates, a smoother experience, and increased satisfaction.
2. Wider Reach
Businesses can serve international customers without language barriers. This can boost customer retention and open new markets for sales and growth.
3. Clearer Communication
Language differences often lead to misunderstandings. With multilingual support, businesses ensure that conversations remain clear and contextually accurate.
Supported channels:
The multilingual feature is supported across multiple platforms. Supported channels include: Web, Instagram, WhatsApp, Line, Messenger, and Telegram.
Additionally, multilingual support is available on:
- iOS SDK (for mobile apps on iOS devices)
- Android SDK (for mobile apps on Android devices)
For all Instant Messaging (IM) channels, Natural Language Processing (NLP) automatically detects the user's language based on their input. If the language is not detected or not configured, the chatbot will default to the primary language set for that flow.
Supported Languages | Locale Code |
English | EN_US |
Afrikaans | AF_ZA |
Arabic | AR_EG |
Bulgarian | BG_BG |
Bengali | BN_IN |
Catalan | CA_ES |
Czech | CS_CZ |
Danish | DA_DK |
German | DE_DE |
Greek | EL_GR |
British English | EN_GB |
Spanish | ES_ES |
Persian | FA_IR |
Finnish | FI_FI |
French | FR_FR |
Canadian French | FR_CA |
Gujarati | GU_IN |
Hebrew | HE_IL |
Hindi | HI_IN |
Croatian | HR_HR |
Hungarian | HU_HU |
Indonesian | ID_ID |
Italian | IT_IT |
Japanese | JA_JP |
Georgian | KA_GE |
Kazakh | KK_KZ |
Kannada | KN_IN |
Korean | KO_KR |
Malayalam | ML_IN |
Marathi | MR_IN |
Malay | MS_MY |
Norwegian Bokmal | NB_NO |
Dutch | NL_NL |
Polish | PL_PL |
Portuguese | PT_PT |
Romanian | RO_RO |
Russian | RU_RU |
Slovak | SK_SK |
Slovenian | SL_SI |
Swedish | SV_SE |
Tamil | TA_IN |
Telugu | TE_IN |
Thai | TH_TH |
Turkish | TR_TR |
Ukrainian | UK_UA |
Urdu | UR_PK |
Vietnamese | VI_VN |
Simplified Chinese | ZH_CN |
Traditional Chinese | ZH_TW |
Brazilian Portuguese | PT_BR |
Burmese | MY_MM |
Khmer | KM_KH |
How to Enable and Use the Multilingual Feature
1. Creating a Flow
To build a multilingual chatbot, start by creating a new flow in GC:
- Choose How to Build:
- Create a custom flow from scratch.
- Use a preconfigured template for a quick start.
- Enter Flow Information:
- Set access permissions (Restricted to agents or open to all users).
- Provide a mandatory flow name and an optional description.
- Select the channels where the chatbot will be deployed (e.g., Web, Instagram, WhatsApp).
Field | Actions | Response |
Access permission | Set visibility for users and agents | Choose who can access the flow: 1. All users 2. Only desk agents (limited to one flow), or specific agents. Note: If a flow already exists for an agent, the option is disabled. |
Default Language | Select a default language | Choose the primary language for the flow. This serves as the base for all other languages. Note: Flow configuration can be changed only in the default language. |
Channel (Edit) | Modify the channel | Changing the flow's channel will disable non-compatible blocks Note: While changing, highlighting incompatible blocks for that specific channel will be displayed. |
2. Adding and Managing Languages
- Add Languages: Select multiple languages to support within the chatbot.
- Set a Default Language: The default language acts as the base for all translations.
- Save Flow Information: Once saved, the system redirects you to the Flow Settings Page where additional configurations can be made.
3. Building the Conversational Flow
- Work in the Default Language First: Blocks and variables can only be added or removed in the default language.
- Switching Language: You can switch languages from the builder to view the chatbot's content in different languages.
- Automatic Reflection in Other Languages: Changes in the default language are automatically copied to other languages.
- Translation Errors: Blocks in other languages will show errors until translated.
Field | Action | Response |
Language Selection Drop-down | Click "Add new language" | Opens a pop-up where users can select and add new languages. |
Click "Add" | Adds the selected language as a draft using the default language configuration. | |
Updated Drop-down List | The newly added languages will now appear in the drop-down. | |
Quick Edit | Click "Quick Edit" | Opens the block’s form fields, allowing real-time content editing and publishing. |
4. Publishing the Flow
- Publish a Single Language: Only the default language is published while keeping other languages in draft mode.
- Publish All Languages: Publishes the flow in all added languages.
- Version Management:
- If an update is made to the default language, other languages receive a draft version of the changes.
- When the default language is published to a newer version, previously published languages remain active but are marked as "Outdated" until they are updated to the latest version.
5. Embedding and Managing the Chatbot
- Enable or Disable the Widget: Control the chatbot's visibility on the selected platforms.
- Enable or Disable Language Versions: Allows displaying or hiding certain languages without affecting the entire chatbot.
- Change the Default Language: This can only be done if the new language has been published to the latest version.
Note: Only published versions can be enabled.
6. Customizing the Chat Widget
Businesses can personalise the chatbot widget to align with their brand identity:
- Change the widget icon and theme colours
- Customize welcome and end messages
- Add welcome images
- Configure idle session timeouts and session end settings
- Enable manual language selection, allowing users to switch languages.
7. Sharing the Bot
Businesses can share the chatbots across various platforms through:
- Public URL: A direct link to the chatbot.
- QR Code: A scannable QR code for instant access.
- Embed/Iframe: Integration into websites or applications.
- iOS and Android SDKs: Deployment within mobile applications.
8. Using Session Variables for Personalization
Configuring share options with session variables allows for a more dynamic and customized experience.
Example:
If a session variable "country" is mapped to "India," users accessing the chatbot via the shared link configured with this variable will experience a chatbot flow tailored for Indian users (if a fork block is configured accordingly). Similarly, session variables like "user type" or "subscription plan" can be used to personalise responses.
Flow Settings Overview
The Flow Settings page provides detailed control over multilingual implementation.
Key Information Displayed:
- Languages List: Displays all added languages, with the default language marked.
- Language created time: Shows when the language was added.
- Last Edited Time: Displays the most recent modification.
- Modified By: Indicates the last person who made changes.
- Mode: Shows "Published" if live or "Draft" if not yet published.
- Status: If a language version is outdated, it is marked accordingly.
- Active Toggle: Controls whether a language is enabled or hidden.
- Alerts and Notifications: Issues like missing translations, deleted variables, or jump errors are highlighted in both the builder and Flow Settings.
Field | Condition | Action | Response |
Delete (Entire Flow) | - | Click "More options → Delete" | Deletes the entire flow, including all associated languages. A confirmation pop-up appears before proceeding. Note: Deleted flows can be recovered. |
New Language Button | Available only if Multilingual is enabled or part of the Enterprise edition. | Click "New Language" | List of available languages will be displayed. |
Adds the selected languages to the flow as drafts, based on the default language configuration. | |||
Set as Default | Shown only for languages other than the current default language. | Click "Set as Default" | Changes the default language after confirmation. |
If the language is not updated to the latest version, this cannot be changed as the default language. Note: The language should be updated to the latest version to be made the default language. | |||
Enable (Turn ON) Multiple Languages | If selected languages are published andIf one or more languages are disabled, thenEnable/Turn ON" button is enabled. | Click "Enable/Turn ON" | The languages that are disabled will be enabled. The languages that are enabled remains the same. Enabled language will appear on the page the bot is embedded in. |
Delete language | - | Click "Delete" | Deletes the language after getting a confirmation in a pop-up. Deleted language cannot be recovered. |
Managing Language-Specific Actions
- Preview: View and test the chatbot in different languages.
- Set as default: A language can be set as the default only if it has been published in the latest version.
- Delete: Non-default languages can be permanently removed. The default language can be deleted only after assigning a new default language.
Managing the Entire Flow
- Edit: Clicking the Edit button redirects users to the Flow Editor.
- Duplicate: The duplicate option allows users to create a copy of the flow while customizing key attributes. Users can edit the flow name, description, channel, permission, choose language, set default, and a checkbox to determine the scope of duplication.
- Duplication options:
- Duplicate drafts starting from the last published version (including outdated) for existing languages is checked, all draft versions of each existing language (starting from the last published version) will be copied to the duplicated flow.
- If not checked, new drafts will be created for other languages based on the latest configuration of the default language.
- Impact of changing the Default Language During Duplication: If the default language is changed to another language in the duplicated flow, the latest published version of the new default language becomes the master version.
- Delete: Permanently removes the entire flow, but it can be restored from the GC setup page.
- Preview: Allows testing the flow in multiple languages.
- Enable/Disable Toggle: If at least one language is enabled, the flow remains active. Disabling the flow deactivates all languages.
- Multi-Select Actions:
- Publish: Publishes the latest versions of multiple selected languages.
- Turn On/Off: Activates or deactivates selected languages.
- Delete: If attempting to delete a default language, another default language must be assigned first.
Duplicate Flow | Duplicating a specific flow | Creates a copy of the flow with the same configuration. |
Duplicate drafts checkbox | Check "Duplicate draft" box | For the languages being duplicated, latest drafts starting from the last published version will also be duplicated. Note: If drafts are not available, new drafts will be created for the languages. |
Uncheck the "Duplicate draft" check box | For the languages being duplicated, new drafts are created based on the default language flow build. |
Best Practices for Multilingual Implementation
- Ensure Accurate Translations: AI-generated translations should be reviewed for clarity.
- Maintain Consistency: Keep tone and logic uniform across languages.
- Update Regularly: Update modifications as soon as changes occur in the default language.
- Test Before Publishing: Simulate conversations in each language to detect errors.
- Enable Manual Language Selection: Provides users control over language preferences.
Conclusion
Guided Conversations' multilingual feature allows businesses to engage effectively with a global audience. By allowing best practices and properly configuring the chatbot, businesses can ensure a seamless and inclusive experience for users worldwide.
Start using the multilingual feature today to expand your reach and enhance customer interactions!
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