01MULTILINGUAL SUPPORT
Serve customers in different languages within one operation
ReplyWise supports multiple languages without separating channels, knowledge sources and agent workflows. The goal is not merely translation, but answers grounded in correct company knowledge and conversation context.
02LANGUAGE EXPERIENCE
The difference between translation and knowledge-grounded support
Translation-only approach
Moves text into another language but does not manage which company information applies or the operational outcome.
ReplyWise approach
Combines language with agent behavior, knowledge sources, channel history, human handoff and ticket workflows.
03MANAGEMENT
Components of multilingual operations
Channel experience
A consistent support flow across WhatsApp, Telegram, Web Chat and API.
Content scope
Plan which documents and custom content ground answers in each language.
Agent continuation
Preserve context when conversations move to human teams.
04PLANNING
Consider these when designing languages
| Area | Decision |
|---|---|
| Agent language | Which languages and tone should the agent use? |
| Knowledge sources | Which content is current and approved for each language? |
| Agent routing | Which team or person takes over for each language? |
| Reporting | At what level should satisfaction and flow results be tracked? |
