Manage multilingual knowledge

Interface language and knowledge language are separate

The client area offers French or English, while the assistant and localized messages may cover more languages. Changing dashboard language does not translate an imported PDF, policy or web page.

When two markets apply different prices, lead times or terms, import their official sources separately and make scope explicit. An approximate machine translation must never create a nonexistent commercial rule.

Objective
Let visitors receive a natural answer in their language while preserving the correct local policy.

Structure sources by language and market

The internal title is your first control tool.

1. Explicit name

   Add language and, when needed, country: “Shipping — FR France” and “Shipping — EN UK.” A simple “translation” label does not identify the authoritative policy.

2. Localized URLs

   Import /fr and /en when their content actually differs. If both URLs show the same language because of a redirect, fix the site before indexing.

3. A date per version

   Translations should evolve together. When the French version changes, schedule the English update or clearly state that its scope differs.

Localize the assistant experience

Under Appearance and Proactive messages, complete text for languages actually targeted and choose a fallback language.

• Name and short line

  A brand name may remain the same, but the supporting line should sound natural. Respect the 30- and 50-character limits to prevent clipping on mobile.

• Welcome campaign

  The welcome campaign contains its own localized messages. Editing the French version does not automatically replace every existing translation.

• Fallback language

  Choose a language that remains acceptable when no exact translation is available. Test a browser configured in an unfilled language to observe fallback behaviour.

Test policy differences, not only grammar

A bilingual acceptance test should verify facts that differ by market.

1. Price and currency

   Ask the same question in each language and confirm currency and price come from the local source, without invented conversion.

2. Shipping and returns

   Check areas, lead times, costs and exceptions. An answer mixing two countries often indicates poorly named or contradictory sources.

3. Human handoff

   Check visitors understand the form, privacy notice and hours even when the team replies in another language.

Bilingual validation matrix

Keep at least three identical scenarios in each language.

• Shared fact — Shared service name or contact method expressed correctly.
• Local fact — Market-specific price, lead time or policy without mixing.
• Missing information — Same caution in both languages: no invention to fill a gap.