Converting from a monolingual bot over to our multilingual solution is something we would recommend, however, there are some things to bare in mind before migrating. If this is something you're thinking about reach out to your Customer Success Manager to discuss the strategy before proceeding.
What you need to consider:
- Determine which languages you need
- Prioritize the languages and decide a default on
- Treat active/inactive as your best friend
Determine which languages you need
This might sound like a no-brainer but it is good to first make a list of the markets the bot will be taking care of and think about the languages used in those markets as this would affect not only the structure of your dialogues but also the copywriting.
For example, would you like to use standardized German for the entire DACH area (Germany, Austria, and Switzerland), or is it more personable to use different Germans for different countries?
Prioritize the languages and decide a default on
Once you have got a list of languages needed, time to prioritize and decide which one is going to move the needle and start with that one.
Think about which language has the largest scalability potential (i.e. reusable processes/dialogues) or impact (i.e. biggest support message volume = most support data).
Treat active/inactive as your best friend
It could be a nightmare to keep track of which reply in what language is ready to go and which ones are not.
By setting replies as active and inactive, you can easily differentiate between what is ready to go live and not. (Bye! cluttered Template Replies and hi! better content management!). In addition, setting languages active and inactive adds another layer that brings you the ease of mind.
Here's what a proposed workflow looks like:
During the building and review process, set replies as active after each final review. (Don’t worry, nobody will see it until the language is set to active).
Set language as active to launch (It’s ok if there are some infrequent intents that have. inactive replies, they will remain invisible to chat visitors)
Intrigued? Have a look at Creating a multilingual bot.