Customer Agent in your customer's language
Customer Agent now responds in the language your customer writes in. Whether a shopper messages you in French, German, Japanese, or Arabic, Customer Agent detects the language and replies in it — no setup required.
What this means for your brand
- Web chat and Email: Customer Agent automatically responds in your customer's language.
- No configuration needed. Detection happens on every incoming message.
- No new fees, no per-language licensing. Multilingual is included in Customer Agent.
Which languages are supported?
Customer Agent supports 113 languages across all major European, Asian, Middle Eastern, and African writing systems. There's no allow-list to manage and no "supported languages" setting for web chat and email — if a customer writes in one of these languages, Customer Agent will reply in it automatically.
Full list of supported languages
Afrikaans · Albanian · Amharic · Arabic · Armenian · Assamese · Azerbaijani · Bashkir · Basque · Belarusian · Bengali · Breton · Bulgarian · Burmese · Catalan · Cebuano · Central Kurdish · Chechen · Chinese · Chuvash · Cornish · Czech · Danish · Divehi · Dutch · Eastern Mari · English · Esperanto · Estonian · Finnish · French · Galician · Georgian · German · Goan Konkani · Greek · Guarani · Gujarati · Hebrew · Hindi · Hungarian · Icelandic · Ido · Iloko · Indonesian · Irish · Italian · Japanese · Javanese · Kannada · Kazakh · Khmer · Kirghiz · Komi · Korean · Lao · Latin · Latvian · Lithuanian · Lojban · Low German · Lower Sorbian · Luxembourgish · Macedonian · Malayalam · Maltese · Marathi · Mongolian · Nepali · Norwegian · Oriya · Panjabi · Persian · Piemontese · Polish · Portuguese · Pushto · Quechua · Romanian · Russian · Sanskrit · Scottish Gaelic · Serbian · Sindhi · Sinhala · Slovak · Slovenian · Somali · South Azerbaijani · Spanish · Sundanese · Swahili · Swedish · Tagalog · Tajik · Tamil · Tatar · Telugu · Thai · Tibetan · Turkish · Turkmen · Uighur · Ukrainian · Upper Sorbian · Urdu · Vietnamese · Waray · Welsh · Western Frisian · Western Panjabi · Yakut · Yiddish
What Customer Agent does today (and what's coming next)
Available now
- Web chat: Automatic language matching on every message.
- Email: Automatic language matching on every message.
Coming soon
- Text messaging and WhatsApp: Multilingual support is coming in the next phase. Until then, the agent hands off non-English messages on these channels to a human teammate.
- Knowledge content in other languages: Today, the knowledge that Customer Agent uses to answer questions (uploaded documents, webpages, FAQs) is searched in English. The agent translates its final reply into your customer's language, but the underlying source content stays English-only for now. This means answers in non-English languages may occasionally be slightly less specific than the equivalent English answer. Native multilingual content support is on our roadmap.
- Brand-level language preferences: The ability to set a default language per brand or per channel is coming with the next release.
What's not multilingual yet
A few things to be aware of as you plan campaigns and content:
- Your uploaded knowledge content (documents, webpages, FAQs) should still be in English. The agent can answer in your customer's language from English source material, but the better your English content, the better the final answer in any language.
- Custom agents and skills you've configured still use English instructions. The agent will translate its customer-facing reply, but internal reasoning, tool calls, and brand instructions are in English.
- Brand tone of voice instructions are written in English. The agent does its best to carry your tone through to the customer's language, but very brand-specific phrasings (idioms, slogans, taglines) may not always translate naturally.
Tips for getting the best results
- Keep your English knowledge content clear and complete. This is the source of truth Customer Agent uses to answer in any language.
- Use brand voice instructions that focus on principles, not specific phrases. "Warm and friendly, never overly formal" carries across languages better than a specific English catchphrase.
- Spot-check responses in the languages your customers use most. You can do this from the Customer Agent preview panel by chatting in a target language.
FAQ
Do I need to enable this?
No. Multilingual is on by default for web chat and email.
Can I turn it off?
You can't disable multilingual entirely, but brand-level controls (including the ability to set a default language) are coming in the next release.
Will this affect my existing English customers?
No. The agent still detects English and responds in English — exactly as it does today.
Will the agent translate my brand name or product names?
The agent tries to preserve proper nouns (brand names, product names, trademarks) without translating them. If you see a specific product or trademark being translated, let us know.
What if the language detection is wrong?
Detection is highly accurate for clear, single-language messages but can occasionally misclassify very short or code-switched messages (e.g., a one-word reply or a message that mixes two languages). The agent will follow the customer's lead if they switch languages mid-conversation.
Where is this available?
For all Customer Agent customers, on web chat and email. SMS and WhatsApp are coming in the next release.
Can the agent respond to customers based on their locale — including referencing the right products, promotions, and policies?
This is not yet available and is on the roadmap. In the meantime, the agent will respond in the right language but will draw from a single global set of context and instructions.