This feature is only available on the Pro plan.
Setting up language attribution for conversations
Lokalise Messages automatically detects the language of an incoming conversation. It uses an AI to detect the language based on its content instead of making assumption using customers' geolocation or country specified in the metadata.
To start capturing conversation's language automatically from Lokalise Messages go to Settings > Tags > Create Tag:
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 |
Add any other languages that you want to track to the list. Please note that the language names must be written 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 rule to automatically assign tickets to an agent or team that speaks a particular language.
Go to Settings > Rules > My rules > Create Rule and create a new Rule.
Set the necessary rule conditions, including language tags like
lokalise_english,lokalise_chinese_simplified.From actions select an agent or group that should be assigned to a new ticket.
Language dimension for conversation analytics
A custom attribute adds a custom field and tags like lokalise_english that could be used with Gorgias 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 chat commands. See Commands to configure Lokalise Messages section in the tutorial for agents.