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Reply languages

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Reply languages

Lucía writes each reply in the language the customer uses, so you do not need one knowledge base or one set of answers per language.

How it works

Lucía generates every reply in the customer’s language. She does not write in your knowledge base’s language and translate afterwards.

Each knowledge base has one language, chosen when you create it. In the Create a knowledge base dialog this is the Canonical language field, and the dialog states that you cannot change it after creation. The choices are English, Spanish, French, Portuguese, German, Russian and Vietnamese.

When a customer writes in another language, Lucía translates the question into the knowledge base’s language to search it. The translation serves the search only. The customer never sees it, and the reply is still written in the customer’s own language.

How Lucía picks the language

Lucía follows the customer’s language on every message. She decides it in this order:

  1. The language of the customer’s message, when it carries a clear signal.
  2. The language recorded earlier for the conversation, when the message gives no clear signal.
  3. A language check on the message text, when the conversation has no recorded language yet.
  4. The default reply language, when no earlier step can tell.

The default reply language matters only for a first message that carries no language signal and has no history to inherit. Every later reply follows the customer, never the default.

Who decides what

You decide the default reply language. Lucía decides the language of every other reply.

  • To change the default reply language, select System in the sidebar, stay on the System tab, find Default reply language in the AI agent group, and choose a language. The setting applies per workspace. The shipped default is Vietnamese.
  • Available choices: English, Spanish, Vietnamese, Chinese, Korean, Japanese, Thai and Russian. These are the languages Lucía can also write a handover message in.
  • Who can change it: a team member whose role includes the automation.settings permission. The console opens the System tab only for that permission, and its address redirects other roles.

Text you write for customers

Business text that customers read, such as booking pages, is written once and translated for the customer.

You write an event type’s name, description and location, the payment instructions and the intake questions as one text, in your workspace’s language. A customer who reads another language sees a translation of that text. You and your team always see the text as you wrote it.

If a translation fails, the customer sees your original text instead of an error. The booking page still loads and the booking still works.

To change the workspace language, select System in the sidebar, open the Brand tab and use the Content language field. The Brand tab needs the org.workspaces.manage permission. This one-text rule applies to Bookings only. The record that describes it leaves other areas as they were.

The console languages

The console is available in English, Spanish and Vietnamese. To change it, open the account menu and select Language, or use the globe menu on the sign-in pages. The console language is your own choice. It does not change what language Lucía replies in.