Multilingual Support Replies

What does this mean?

Delivers fast, consistent, native language responses that increase CSAT and self-serve deflection while reducing agent handle time through accurate translation, localization, and tone control.

How it works?

Detects the customer’s language across email, chat, and portals, pulls the approved on brand answer from your Knowledge Base, and translates and localizes the reply to match cultural norms, idioms, and terminology including do’s and don’ts so phrasing is semantically accurate and on brand.

Workflow steps

Step 1: Trigger on incoming support request

The Workflow activates when a customer message arrives—whether through a Zendesk ticket, Gmail, Microsoft Outlook, Slack, or another connected support channel.

Step 2: Detect customer language

Cassidy analyzes the incoming message to identify the customer's language, ensuring the response will be delivered in their native tongue.

Step 3: Pull approved answer from Knowledge Base

The Workflow searches your Knowledge Base to find the accurate, on-brand answer to the customer's question—grounded in your approved documentation and policies.

Step 4: Translate and localize the reply

The Workflow translates the response into the customer's language, adapting for cultural norms, regional idioms, and terminology. This includes applying do's and don'ts so phrasing is semantically accurate and matches your brand voice.

Step 5: Route for human review

The draft reply is sent to a team member for quick approval or editing, keeping a human in the loop before responding to the customer.

Step 6: Send response and log activity

Once approved, the localized reply is sent back through the original channel. The Workflow logs the interaction to your helpdesk or CRM for full visibility and reporting.