Understand how Copilot supports different languages
Copilot generates responses to agent's questions and supports case and conversation summary features in multiple languages.
The key features are as follows:
- Copilot detects your UI language and generates responses from cases and conversations in the language present in the UI.
- Copilot uses those knowledge articles that are tagged with the language that's same as the UI language to generate responses.
- When the input text contains mixed languages, Copilot generates responses in your UI language.
- Copilot tries to generate responses in your preferred UI language even if that isn't an officially supported language.
Scenarios
Standalone app
The following scenarios can help you understand the language Copilot uses to generate responses in the standalone app.
| Scenarios | Copilot response |
|---|---|
| The UI language is set to Spanish and a case has notes in Spanish. | Copilot generates the case summary in Spanish. |
| The UI language is set to Spanish. The case description is in French. The email thread is in Spanish. | Copilot generates the case summary in Spanish. |
| The UI language is set to Spanish. The knowledge articles are in Spanish. The agent asks a question in Spanish. | Copilot displays the results in Spanish. |
| The UI language is set to Spanish. The agent asks a question in French. | Copilot displays the results in Spanish. |
| The UI language is set to Spanish. The knowledge articles are in the English language only. The agent asks a question in Spanish. | No response is generated. |
| The UI language is set to Japanese. The Bing Market language is set to Japanese and the location is set to ja-JP. The agent asks a question that Copilot responds to with content from the public web pages. | Copilot returns responses if the restricted Bing search results are available in the set market code of ja-JP. |
Embed app
The following scenarios can help you understand the language Copilot uses to generate responses in the embedded app.
| Scenarios | Copilot response |
|---|---|
| The contact center embedded app's UI language is Spanish. The Salesforce UI language is Spanish. The knowledge articles are in Spanish. | Copilot generates responses in Spanish. |
| The contact center embedded app's UI language is Spanish. The Salesforce UI language is German. The knowledge articles are in Spanish. The Copilot prompt is in Spanish | Copilot generates responses in Spanish. |
| The contact center embedded app's UI language is Spanish. The Salesforce UI language is German. The knowledge articles are in German. The Copilot prompt is in Spanish. | Copilot doesn't display a response as the UI language and knowledge article language are different. |
| The contact center embedded app's UI language is Spanish. The Salesforce UI language is Spanish. The knowledge articles are in Spanish. The Copilot prompt is in Finnish. | Copilot displays the results in Spanish. |
| The contact center embedded app's UI language is Spanish. The Salesforce UI language is German. The knowledge articles are in Spanish. The Copilot prompt is in Finnish. | Copilot displays the results in Spanish. |
| The contact center embedded app's UI language is Spanish. The Salesforce UI language is German. The knowledge articles are in German. The Copilot prompt is in Finnish. | Copilot doesn't display a response as the UI language and knowledge article language are different. |