Set the language AI Agent replies inUpdated 3 days ago

By default, AI Agent detects the language a customer writes in and replies in the same language. You can also configure AI Agent to always reply in one fixed language instead.

This article covers:

• How reply language works by default
• How to set a fixed reply language

Understand the default behavior

When no language is configured, AI Agent reads the customer's message and replies in the same language. If a customer writes in French, AI Agent replies in French. If they write in German, AI Agent replies in German.

This applies across email, chat, and SMS.

Set the reply language

For most brands, the default behavior — replying in the customer's language — is the right choice. It provides a localized experience without any configuration. If your business has legal language requirements, operates in a single language, or needs to keep ticket threads readable for your support team, you can set AI Agent to always reply in one fixed language instead.

1. From the main menu, go to  AI Agent, then select Settings.
2. Under General, find the Language section.
3. Choose one of the following options:
   
   
   • AI Agent should reply in the same language as the customer — AI Agent detects the language in each message and replies to match. This is the default setting.
   • AI Agent should only reply in the following language — AI Agent always replies in one language, regardless of what language the customer writes in. When you select this option, a dropdown appears — select the language you want AI Agent to use.
4. Select Save Changes.