Multilingual workflows allow you to automatically translate workflow steps into multiple languages, ensuring a seamless experience for customers worldwide.
Currently in beta, this feature translates chat messages and reply buttons within workflows. You can enable it for existing workflows by specifying whether they should be multilingual—translations will be applied when you click the Save button.
Enable multilingual workflows
To make a workflow multilingual:
1. Create a workflow – Start by creating a new workflow (you can use an existing workflow or template).
2. Enable translations – While you're editing the workflow, you can select the Auto-translate dropdown menu at the top to enable translations in all your supported languages.
Note: If Auto-translate is turned off, translations will not occur.
3. Save the workflow – Save and close the workflow and translations will begin asynchronously in the background. The time required for translations varies depending on the size of the workflow, with larger workflows taking longer to update.
View translations in your workflow
Once translations are complete, you can preview them.
Open the workflow in view mode.
Use the Auto-translate dropdown menu at the top to switch between available languages.
Your default language is the only one that can be edited.
Other languages will be in read only mode.
Note:
The language options are currently only visible in the workflow view mode (not edit mode). Remember to save and close the workflow, then view the workflow to see the language options.
If translations are still processing, you may temporarily see the workflow in English.
Here’s how it would appear in a supported language.
Note:
Edits are only possible in your default workspace language.
You may notice that some languages look partially translated. This is because some steps such as reply time, CSAT, Let Fin answer, etc. are already localized. They don't rely on enabling multilingual workflows.
See multilingual workflows in action
When interacting with a multilingual workflow in the Messenger, the workflow adapts based on the customer’s language. If a customer sends a message in French, the workflow (including chat messages and reply buttons) will appear in French. The same applies to all other supported languages.
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Limitations & feedback
🔹 Currently supported: Chat messages and reply buttons.
🔹 Not yet supported: Some workflow steps may not be fully translated, as Fin multilingual support is managed separately. Certain steps are already translated if they use hardcoded strings, while others—like the attribute collector—depend on customer input and may not be translated. However, you can use conditional branching to add content in different languages within a workflow if needed.
🔹 Not yet supported: this feature does not currently support Custom Answers.
🔹 Turning off multilingual workflows: If you turn off the multilingual workflow setting for live workflows, all language variations will be removed, and only the default language version of the workflow will remain visible.
🔹 Feedback welcome: As this is a beta release, your input will help shape improvements.
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