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Lokalise Messages for Zendesk Support: Language-based routing and analytics
Lokalise Messages for Zendesk Support: Language-based routing and analytics
Alex Terehov avatar
Written by Alex Terehov
Updated over a week ago

This feature is available only on the Pro plan.

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Setting up language attribution for conversations

Lokalise Messages automatically detects a language of an incoming conversation. It uses an AI to detect a language based on its content instead of making assumptions based on the customer's geolocation or country specified in the metadata.

Once the installation process is completed, a new custom field will be added:

By default the following languages are populated:

Language

Tag

English

lokalise_english

Arabic

lokalise_arabic

Portuguese

lokalise_portuguese

Spanish

lokalise_spanish

French

lokalise_french

German

lokalise_german

Italian

lokalise_italian

Chinese (Traditional)"

lokalise_chinese_traditional

Chinese (Simplified)

lokalise_chinese_simplified

Russian

lokalise_russian

Dutch

lokalise_dutch

Estonian

lokalise_estonian

Tagalog (Filipino)

lokalise_tagalog_filipino

Hebrew

lokalise_hebrew

Malay

lokalise_malay

Other

lokalise_other

(languages which are not added to the list would receive lokalise_other tag)

You can add additional languages that you want to track. Language names must be specified as shown in the following table:

Afrikaans

Georgian

Lithuanian

Sindhi

Albanian

German

Luxembourgish

Sinhala (Sinhalese)

Amharic

Greek

Macedonian

Slovak

Arabic

Gujarati

Malagasy

Slovenian

Armenian

Haitian Creole

Malay

Somali

Azerbaijani

Hausa

Malayalam

Spanish

Basque

Hawaiian

Maltese

Sundanese

Belarusian

Hebrew

Maori

Swahili

Bengali

Hindi

Marathi

Swedish

Bosnian

Hmong

Mongolian

Tagalog (Filipino)

Bulgarian

Hungarian

Myanmar (Burmese)

Tajik

Catalan

Icelandic

Nepali

Tamil

Cebuano

Igbo

Norwegian

Tatar

Chinese (Simplified)

Indonesian

Nyanja (Chichewa)

Telugu

Chinese (Traditional)

Irish

Odia (Oriya)

Thai

Corsican

Italian

Pashto

Turkish

Croatian

Japanese

Persian

Turkmen

Czech

Javanese

Polish

Ukrainian

Danish

Kannada

Portuguese

Urdu

Dutch

Kazakh

Punjabi

Uyghur

English

Khmer

Romanian

Uzbek

Esperanto

Kinyarwanda

Russian

Vietnamese

Estonian

Korean

Samoan

Welsh

Finnish

Kurdish

Scots Gaelic

Xhosa

French

Kyrgyz

Serbian

Yiddish

Frisian

Lao

Sesotho

Yoruba

Galician

Latvian

Shona

Zulu

Language-based routing

You can add a trigger to automatically assign tickets to a team that speaks a particular language.

Go to Admin > Objects and Rules > Triggers and create a new Trigger.

  • Set the necessary conditions, including "Language (Lokalise)" value.

  • In the actions select a group that should be assigned to the new ticket.

Language dimension for conversation analytics

A custom attribute adds a custom field and tags like "lokalise_english" that could be used with Zendesk Explore to build language based reports and dashboards.

Changing conversation language

Neural networks that we are using to perform machine translation sometimes fail to understand the language of the message (for example, if it contains typos or content in several languages).

Agents can change the language of a conversation using the sidebar widget. See Change the conversation language via the sidebar widget section in the tutorial for agents.

Further steps

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