Description of visitor side multi-language

- Learn about the logic of visitor side language recognition and its application after recognition through this article

Visitor side language recognition logic

● Visitor side language source explanation

Source	Description	Support channel
Enterprise param passing	When the enterprise connects to the channel, it passes in a language tag	Desktop site, mobile site, APP
CRM customer language	Language tag saved in CRM	Desktop site, mobile site, APP, and overseas third-party channels
APP language	Recognized APP/system language through Android and iOS native channel access	APP
Browser language	Recognized browser language through PC and H5 channel access	Desktop site, mobile site
Reception scheme language	Set visitor side language in Live Chat - Setting - Reception Scheme Setting	Desktop site, mobile site, APP, and overseas third-party channels
Customer actively switch	After the customer initiates an inquiry, he/she can actively select the reception language	Desktop site, mobile site, APP, and overseas third-party channels

● Explanation of matching reception language priority

When a customer initiates an inquiry, the system may recognize multiple language tags, and the matching priority for the reception language is:

• Customer actively switch > Enterprise proactive param passing > CRM language > APP/browser language > Reception scheme language
• When the visitor's language is recognized as blank or the visitor side does not support the recognized visitor language (the range of supported languages for the visitor side is detailed below), the visitor side language specified in the reception scheme is used as the reception language

Scenario 1: A customer initiates an inquiry through the desktop site channel, the enterprise passes in Chinese as the language, the browser language is English, and the reception scheme's language is English. The reception language is the Chinese passed by the enterprise.

Scenario 2: A customer initiates an inquiry through the desktop site channel, the enterprise does not pass in a language, the browser language is Chinese, and the reception scheme's language is English. The reception language is the Chinese recognized by the browser.

Scenario 3: A customer initiates an inquiry through a third-party channel, the reception scheme has the「Customer Actively Switch」language function enabled and the customer selects Korean, while the reception scheme's language is English. The reception language is the Korean selected by the customer.

Scenario 4: A customer initiates an inquiry through the desktop site, the enterprise does not pass in a language, the browser language is Hawaiian, and the reception scheme's language is English. Since the visitor side currently does not support Hawaiian, the reception language is the English in the reception scheme.

Visitor side language application

● Visitor side and system reply display corresponding language text

• Fixed text on the chat pages of desktop sites, mobile sites, and APP channels, which can display the corresponding language text based on the reception language, such as the "Trans-to-agent button"
• Fixed system text reply, which can display the corresponding language text based on the reception language, such as "System message"

● Assign agent based on the reception language

In Live Chat - Setting - Chat Setting - Customer Assignment Setting, the customer language serves as a condition for the intelligent routing setting, allocating customers of different languages to designated agent or skill group.

Visitor side supported language range

Note: "●" indicates supported, "-" indicates not supported

Language type	Desktop site	Mobile site	Android SDK	iOS SDK
Arabic	●	●	●	●
Chinese (simplified)	●	●	●	●
Chinese (traditional)	●	●	●	●
Dutch	-	-	●	●
English	●	●	●	●
French	●	●	●	●
German	●	●	●	●
Indonesian	●	●	●	●
Italian	●	●	●	●
Japanese	●	●	●	●
Korean	●	●	●	●
Malay	●	●	●	●
Polish	-	-	●	●
Portuguese	●	●	●	●
Russian	●	●	●	●
Spanish	●	●	●	●
Thai	●	●	●	●
Vietnamese	●	●	●	●
Turkish	●	●	●	●