Localize your Kustomer environment
Support a global customer base by enabling up to 50 additional languages.Articles
Reuse text with snippets
Snippets are a powerful way to formulate multi-language responses and insert translated content into customer replies, email templates, and your knowledge base theme and forms. Snippets can also be used as a repository for common copy and phrasing to use as building blocks while constructing text shortcuts. For example, you might build a snippet that greets your customer in various languages and uses dynamic text like {{customer.firstName}} {{customer.lastName}} to address the customer by name. You can then insert this snippet into any shortcut where you want to greet the customer by name. Any future changes to the snippet are reflected in any shortcut using it, ensuring your team's reusable responses are always up to date.Who can access this feature?User typesAdmins and all users who have been granted merge permissions can access this.In this articleLanguage detection with snippetsCreate snippetsMark snippets as out-of-dateOrganize snippets in categoriesLanguage detection with snippetsHow snippets detect the language to use depends on how and where you are using the snippet.Note: Snippets are not available in workflows.Knowledge base themes and formsSnippets can be used throughout your knowledge base themes and forms to ensure visitors who speak another language can read your help articles. Snippets will primarily use the end user's default browser language setting to display your help center and form in the correct language. Users can also manually change the language they are viewing the knowledge base in by selecting it from the language picker.Conversation repliesBy default, agents will see snippets in the language set in their Personal Preferences. For more information on sending a reply with a snippet, see Use snippets to send translated messages.When using snippets in a conversation reply, the language can be automatically detected or you can manually set the default language in Conversation attributes. To do so, open a conversation, go to Conversation Options, and select Edit Conversation Attributes to choose a language.Moving forward, snippets will automatically default to the selected language for that particular conversation.When replying to a chat message, the language a customer uses is detected through their browser's default language (or "locale") or their device language. Visit our Developer Portal to learn more about changing the default language used in the iOS and Android SDK.Create snippetsYou can create and manage all your snippets and their translations from one page. This page also shows you which snippets are missing translations or have outdated content.Note: You must activate other languages in your environment before they become a translation option in Snippets. For more information, see Customize localization settings. To create a snippet:Go to Settings> Administration > Snippets.Select Add Snippet.Enter a title and description and select Create.Enter the default language text for the Snippet in the Content box. Optionally, enter the translated snippet into the boxes of any other languages you have turned on in your organization.Select Save Changes.Mark snippets as out-of-dateYou can mark a snippet as out of date to inform users that any text requires updating. You have the option to:Mark the default language out of date by selecting the Outdated check box. Mark all translations out of date by selecting the Mark Translations Outdated link.Select the Outdated check box in line with each translation to indicate that specific one needs updating.Once you mark a snippet as out of date, the icon next to the language name turns red to indicate that it needs to be updated.Organize snippets in categoriesYou can use snippet categories to organize all your snippets into logical groupings that users can easily navigate through when responding to a conversation. You can create up to 200 categories.To create a snippet category:Go to Settings> Administration > Snippets.Select the Categories tab.Select Add Category.Enter the Name of the category you want to create and select Create. The category will be listed. To see its available actions, hover over the category name.If you want to create a sub-category, select Add Category.Enter a name for the new category, and select its parent from the drop-down menu. Select Create. To add a snippet to a category:Go to the Snippets page and select the snippet you wish to add to a category.Select a category from the Category drop-down menu.Note: To select a subcategory, expand the parent to find it.Select Save Changes.Now, whenever you want to use a snippet, categories will appear to help you locate the snippet you need faster.Related articlesUse snippets to send translated messagesBuild feedback and request formsCustomize your knowledge base themeCustomize localization settings
You can provide a better experience for both your users and customers by activating languages, as needed, that will be available in your organization. By default, Kustomer is set to English. You can activate additional languages to be used in your agent interface, knowledge base, chat and more.Who can access this feature?User typesAdmins can turn on additional languages.In this articleSet the default country codeSelect the default organization languageActivate additional languagesAvailable languagesSet the default country codeYou can select a default country code to use when creating or editing a customer's phone number in their profile. By default, this is set to the United States.To set your default country code:Go to Settings> Administration > Localization.Select the country code you want to use from the Country Code drop-down menu.Select Save Changes.The default setting appears in the available phone number boxes of a customer's profile.You can manually change the country code for a specific customer by selecting one from the drop-down menu.Select the default organization languageYour default language is the primary language all Kustomer features are set in. This will also be the fallback for any automation when a translation or snippet is unavailable.To set your default language:Go to Settings> Administration > Localization.Select the default language for Kustomer from the drop-down menu.Note: Changing your default language after setting up translations and text snippets in Kustomer may result in errors. It's important to check your settings to ensure they're configured correctly.Select Save.Activate additional languagesYou can activate secondary languages in Kustomer to use in text snippets, which automatically translate text based on your customer's language.To enable additional languages:Go to Settings> Administration > Localization.In the Language Activation section, select the Deactivated tab to see a list of all languages that can be activated.Select the toggle to the right of the language to activate it.Once you activate your additional platform languages, you can determine if they should also be applied to Chat, the Knowledge Base, and Snippets. By default, activated languages will be activated for those three areas and customers can see the text in the specified language. If you want to deactivate one of them, select the checkbox for the language and area.Available languagesThe following languages are available for the user interface, knowledge base, chat, intent detection, and conversation snippets. Languages that display right to left will automatically update the tools to match.Language and codeAfrikaans - afAlbanian - sgAmharic - amArabic - arArabic (Egypt) - ar_egArabic (Morocco) - ar_maArabic (Tunisia) - ar_tnArmenian - hyAzerbaijani - azBelarusian - beBosnian - bsBulgarian - bgCatalan - caCroatian - hrCzech - csDanish - daDutch - nlEnglish (CA) - en_caEnglish (UK) - en_gbEnglish (US) - en_usEstonian - etFilipino - filFinnish - fiFrench - frFrench (CA) - fr_caFrench (MA) - fr_maGeorgian - kaGerman - deGreek - elHebrew - heHindi - hiHungarian - huIcelandic - isIndonesia - idItalian - itJapanese - jaKannada - knKazakh - kkKorean - koKyrgyz - kyLatvian - lvLithuanian - ltLuxembourgish - lbMalay - msMongolian - mnNorwegian - noNorwegian (Bokmal) - nbPersian - faPolish - plPortuguese (BR) - brPortuguese (PT) - ptPunjabi - paRomanian - roRussian - ruSerbian - srSerbian (Montenegro) - sr_meSimplified Chinese - zh_cnSinhala - siSlovakian - skSlovenian - slSpanish - esSpanish (AR) - es_arSpanish (PA) - es_paSpanish (PE) - es_peSpanish (Spain) - es_esSwahili - swSwedish - svTamil - taTelugu - teThai - thTraditional Chinese - zh_twTurkish - trTwi - twUkranian - ukUrdu - urVietnamese - viLocalize your support organization
Many customer service teams today need to support a global customer base. Kustomer has many features that allow you to easily detect, respond, and provide self-help resources to a multilingual customer audience.Who can access this feature?User typesAdmins can turn on additional languages.There are many individual localization features that you can mix and match to support your customers in multiple languages. For additional details, check out these help topics covering the various localization options in Kustomer:Activating additional languagesAutomatic language detectionText snippetsMultilingual knowledge baseLocalization in iOSLocalization in AndroidAutomatic language detection
Kustomer comes with a default Natural Language Processing (NLP) workflow that automatically detects the sentiment of an inbound email message. Kustomer also comes with an additional feature that automatically detects the language used in a conversation using Amazon Comprehend's dominant language detection. With this feature, the conversation's Default Language attribute is automatically set once the language used in the interaction is detected. This information can then be used to perform actions such as routing all conversations of a particular language to the correct team or viewing all conversations for a specific language in a search.Who can access this feature?User typesAdmins can access these settings.View a conversation's default languageTo view the language your customers are using, we recommend adding the Conversation Default Language attribute to the Conversation Insight Details card.Note: The Customer Default Language attribute does not impact the language that gets used in snippets. Go to Settings > Platform > Klasses.Select Conversation and go to the Insight Cards tab.Select the Insight Details card.Search for the Conversation Default Language attribute and drag it to your card.Select Save Changes.You will now see the conversation's default language in the card.Any snippets used to reply to this conversation will be automatically translated to the default language, if available. See Reuse text with snippets for more information.Use snippets to send translated messages
With snippets, you can insert translated content into shortcuts, conversation replies, chat, and email templates. Snippets are not available in workflows.Who can access this feature?User typesAdmins can access the Shortcuts and Snippets pages.In this articleUse snippets in shortcutsUse snippets in conversation repliesUse snippets in default chat greetingsUse snippets in email templatesUse snippets in shortcutsYou can use snippets in your shortcut name, message, or both.To add a snippet in a shortcut:Go to Settings>Workspace > Shortcuts.Select Add Shortcut and then select Snippets in the Shortcut Name box.Select the desired snippet from the window that opens to use it as the name.Select Create.You can also select Snippets in the Messages box to use a snippet in the message body.Note: If your snippet is translated into other languages, the default platform language will be detected and the shortcut title will be displayed in the local language so that your agent knows which one to select. Enter the remaining shortcut details and select Save Changes. For more information on shortcuts, see Use workspace shortcuts.You can see which shortcuts are using a specific snippet by hovering over Shortcuts in the Snippets page.You can also see the shortcuts being used when editing a snippet. Selecting the shortcut link opens its edit page in a separate window.Use snippets in conversation repliesYou can use snippets to quickly send a response to a customer in a conversation reply or send an internal note to someone on your team.To send a snippet from within a conversation:Select the conversation you want to reply to and then select Snippets & Dynamic Text.Select the snippet you want to send. You can either search by its name, or select it from the list shown.The snippet text is automatically inserted in the conversation.Note: Once a snippet has been inserted into the reply editor, a user can edit it at any point. Once an edit is made, it will no longer be highlighted in purple.You can change the language of a snippet by selecting it and choosing the language you want to use from the drop-down menu.Use snippets in default chat greetingsChat will automatically detect the language a customer uses through their browser's default language (or "locale"). Chat will use that setting to display content in the correct language, as well as apply that language to the customer or conversation records. You can pass in a language override if you already know that data from your website or mobile app. You can use snippets to personalize the team name or default greeting messages.To use a snippet in the default chat greetings:Go to Apps > Chat.Expand the Team Info section and select Snippets in the message box you wish to add it in and select the snippet you want to use.Select Save.Use snippets in email templatesYou can use snippets in your email templates that will automatically change to the correct language based on the customer you're sending an email to.To use a snippet in an email template:Go to Settings > Administration > Snippets.Find the snippet you want to use and copy its name. In this example, the name is sn.org_order_issue.In the Settings panel, go to Administration > Email Templates to create or edit a template.In the Body box, enter the snippet name in the HTML in the following format: [[sn.org_order_issue]]Once you're done editing your template, select Save Changes.Related articlesReuse text with snippetsUse workspace shortcuts
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