Multilingual

Overview

Multilingual support is built in and automatic. It is on for every account on every plan, including the free plan, and it works across Instagram, Facebook, and WhatsApp. You do not configure anything, you do not pick languages, and your contacts never have to ask for their language.

For each message a customer sends, ChatGenius detects the language and tells the AI to reply entirely in it. Your Knowledge Base and instructions can be written in English (or any language) and the AI will still answer the customer in their own language, drawing on the same facts.

Supported Languages

ChatGenius detects and replies in 14 languages:

• English
• Spanish
• French
• German
• Portuguese
• Italian
• Dutch
• Czech
• Russian
• Japanese
• Korean
• Chinese
• Arabic (handled as right-to-left)
• Hindi

If a message comes in a language outside this list, the AI falls back to English rather than guessing. Arabic is flagged as right-to-left so the reply reads naturally.

How Detection Works

You do not need any of this to use the feature, but here is what happens under the hood when a message arrives:

• Content first. ChatGenius reads the actual text the customer typed and identifies the language from it. This runs alongside the AI's other work, so it does not slow down the reply.
• Script recognition. For languages with their own writing systems (Arabic, Chinese, Japanese, Korean, Russian, Hindi), the characters themselves are a strong signal and are recognized directly.
• Very short messages. A one or two character message (an emoji, "ok", "ty") is too short to read reliably, so ChatGenius uses the last known language for that customer, or the language hint from their profile, instead of guessing.

The detected language is remembered for the conversation, so quick "yes" or "thanks" replies stay in the right language even when there is not enough text to detect on their own.

Switching Mid-Conversation

Because every message is checked, the AI follows a customer who changes languages. If someone opens in English and then writes a few sentences in Portuguese, the next reply comes back in Portuguese. Switch back and it follows again. Nothing resets the conversation and the customer never has to say "can you speak Spanish."

During Booking

When a customer is in the middle of a guided flow like booking an appointment, they often send short, data-only messages: a date, a phone number, an address, a city. Those have no real language to read. ChatGenius recognizes these as data rather than a language switch and keeps the conversation in the language it was already using, so a Spanish booking does not flip to English just because the customer typed "Nov 14" or their phone number.

System Messages

It is not only the AI's conversational replies that get translated. The fixed messages ChatGenius sends in certain situations are matched to the conversation language too, so the experience does not break into English at the edges. These include:

• Escalation replies, such as "A team member will be with you right away" or "Our team has been notified and will follow up with you shortly" (see Escalation & Human Handoff).
• Acknowledgements and notices for images, audio, video, and documents.
• Error and retry messages when something cannot be processed.

These are pre-translated into all 14 languages, so even a message that bypasses the AI still lands in the customer's language.

What It Does Not Do

So you know exactly where the line is:

• It does not translate text you wrote as fixed buttons or templates. The labels on your flow buttons and your quick reply templates send exactly as you typed them. The AI's own replies are translated; static author-written text is not.
• It does not translate the portal. Multilingual is about how the AI talks to your customers, not the dashboard you log into.
• It does not cover languages outside the 14 listed. Anything else falls back to English.

Best Practices

• Write your Knowledge Base once, in one language. You do not need a copy per language. The AI pulls the facts and answers in whatever language the customer used. English is a fine default.
• If you serve a specific market, translate your quick replies and flow buttons by hand. Those are the one piece that sends as written, so a Spanish-first audience benefits from Spanish button labels.
• Keep instructions about behavior, not language. You do not need to tell the AI "reply in Spanish." It already matches the customer. Use instructions for tone and policy instead.

FAQ

Do I need to turn multilingual on?

No. It is automatic on every plan, with no setting to enable. The first time a customer writes in another supported language, the AI replies in it.

Is it limited to paid plans?

No. Every plan, including the free plan, gets full multilingual replies across Instagram, Facebook, and WhatsApp.

What if a customer writes in a language you do not support?

The AI replies in English rather than attempting a language it cannot handle reliably. The 14 supported languages are listed above.

Can the AI handle a customer who switches languages?

Yes. Language is detected on every message, so if a customer changes language partway through, the next reply follows them.

Does it translate my saved quick replies and flow buttons?

No. Text you write yourself as a quick reply or a flow button sends exactly as typed. Only the AI's own generated replies are produced in the customer's language. If you serve a specific market, translate those templates by hand.

Will it answer in the right language if the customer only sends "ok"?

Yes. A message that short has no language to read, so ChatGenius uses the language already established in that conversation.

Next Steps

• Fill out your Knowledge Base in one language and let the AI handle the rest.
• Shape tone and policy in the AI Instruction Builder.
• See how the AI hands off to a person in Escalation & Human Handoff.
• Browse the full documentation hub.