Skip to main content
Contact Center AI optimizes how multilingual conversations are handled by prioritizing administrator-configured localized messages over machine translation, reducing unnecessary translation calls, and ensuring a consistent language experience for both agents and customers.

​
How it works

The framework governs how messages are resolved and delivered in multilingual conversations. It applies to system messages, standard responses, flow and dialog messages, and all other configurable message types.
  • Configured locale messages always take precedence over machine translation.
  • Translation is a fallback mechanism - it applies only when a configured locale is unavailable.
  • The bot’s default language is the universal fallback when no locale is configured.

​
Language resolution

When a message is triggered, the platform resolves the language in the following order:
  1. If a message is configured for the required locale, that message is delivered. No translation is applied.
  2. If no configured message exists for the required locale, the platform falls back to the bot’s default language.
  3. If translation is enabled, the fallback message is translated into the required target language.
  4. If translation is disabled, the bot’s default language message is delivered without translation.

​
Translation persistence

To reduce repeated translation costs and improve response times, the platform caches translated messages and reuses them when the same translation is needed again. Before invoking the translation service, the platform checks whether a translation already exists for the combination of original message, source language, and target language. Cached translations are retained for 15 days. After the cache expires, a new translation is generated on the next request. This means an agent who handles a conversation after a transfer doesn’t trigger a duplicate translation call - the platform retrieves the already-translated message from cache instead.
Translation persistence applies only to messages that are translated at runtime. Messages resolved directly from administrator-configured locale content bypass both translation and the cache.

​
Message resolution by type

System messages System messages resolve from configured locale content. Translation isn’t applied to system messages. For agents: For customers: System messages always resolve using the User Preferred Language, regardless of translation settings. Missing locale: Standard responses Standard responses prioritize configured locale content and minimize translation.
  • Empty localized standard responses remain empty - they aren’t translated or substituted. Administrators must configure all required locale variants for standard responses to ensure agents can access them in every supported language.
  • If regex-based PII redaction is enabled, un-redacted data may still be sent to the translation engine.
Flow and Dialog messages Messages configured in flows or dialogs follow locale-first resolution. For customers: Messages resolve using User Preferred Language. If the locale exists, the configured message is delivered. If unavailable, the message is translated into User Preferred Language. For agents: Translation fallback applies only when the resolved locale is unavailable. Disposition summaries Disposition summaries use translation, unlike system messages.

​
Conditional translation

When an agent and customer share a common language, the platform automatically turns off translation for that conversation. This prevents unnecessary translation calls when both parties can communicate directly. This is known as Conditionally Disabled translation. The platform detects the overlap between the agent’s known languages and the customer’s preferred language and suppresses translation without any manual action required.

​
Multilingual configuration validation

When administrators save multilingual message configurations, the platform validates that all required locales are present. If any mandatory locale is missing, the save is blocked and a validation message identifies the missing locale. This applies consistently across all configurable message types.

​
Language deletion validation

Before a language can be deleted from the platform, the platform checks whether it is referenced by any Contact Center multilingual configuration. If the language is in use, deletion is prevented. The language can only be deleted after all Contact Center dependencies on it are removed.

​
Administrator best practices

To get the most out of the multilingual framework, administrators should:
  • Configure locale-specific message variants for all supported languages used by the contact center.
  • Avoid leaving locale entries empty — empty localized standard responses are shown as empty to agents and aren’t substituted with a translation.
  • Review and maintain locale configurations when adding or removing supported languages.