Personalize Customer Experience By Customizing Messages In Your Visitors' Preferred Language

Making sure your live chat speaks your visitors' language is a great way to personalize. You can change all those default phrases like 'a moment ago' and 'type a message,' even the welcome messages, into your preferred language.

Once set up, this feature will automatically show the right texts to customers based on their browser language.

To add more languages to your live chat, just head over to Channels, select the channel you want, and go to the Language section.

💡 This feature doesn't translate the messages exchanged between agents and customers during conversations.

For a more detailed guide on setting up your channels before diving into language customization, check out this article.

Personalize your multi-language live chat

Once you're in the Language section, follow these steps to tailor your chat for multiple languages:

Step 1: Select your preferred language

Click on your desired language from the available options.

Step 2: Add new languages to your live chat

To include a new language in your chosen channel, simply click the + Add language button and select the language you want to add.

💡Don't forget to hit the Save button once you're done.

Step 3: Customize the new language text for a specific channel

Once you've added the preferred language, remember to update the language settings in the following areas of your live chat:

• Header text in the Appearance section.
• Welcome message in the Behavior section.
• Lead form in the Lead Identification section.

You can modify the title of information fields in the Lead Identification section by heading to Settings > Translation (this process will be explained in step 3 below).

💡 Don't forget to click the Save button within each section to ensure the changes take effect.

Step 4: Adjust the language text for all channels

Congratulations on personalizing your language texts for your channels!

If you'd like to further refine system phrases such as "a moment ago," "Enter your message," and titles of information fields in the Lead Identification section, you can do so by clicking the Click here button. This will take you to the Translation section in your account Settings.

Here, you'll find English as the default language and any additional languages you added in Step 1.

Click on the language you want to edit, and you'll see a list of phrases. Feel free to customize them to your liking.

💡 If a customer's browser language doesn't match any of the languages you've set up, the system will automatically default to the Preferred language you've chosen in the channel's Language section.