In order to better enable localization of your content, this article outlines how to export content from the Manage Content table in Designer, import it into Cloudwords, have it translated, then import it back into Support.com Cloud.


Utilizing Cloudwords enables your translation vendor to translate your content without having to train them on a new product (Support.com Cloud). They can use the platform they're familiar with (Cloudwords), and interact directly with Support.com Cloud's content, without having to give them direct access. This also saves time for your translators by consolidating all of the content needed for translation in one place.


  1. How do I export the content from Support.com Cloud?
  2. How do I pull that content into Cloudwords?
  3. How do I then translate the content?
  4. How do I import the translations back into Support.com Cloud?

1. How do I export the content from Support.com Cloud?

  • Log in to Support.com Cloud as a Designer, and navigate to the Designer tab.
  • You will land on the Manage Content table.
  • Find the Guided Path or Support Article that you would like to have translated.
  • Click on the 'Export content' icon to the left of the content name.
Export content icon: 


  • Select the language(s) of the content that you would like to export for translation.
Content export for translation: 


    • Notes: Your tenant may have multiple languages configured, but if the content itself only has one language version that has been completed, then only that one language version can be exported. If you have created additional language versions of a piece of content, then they will show up in the dialog box above for export. 
  • Close the export content window, by clicking on the 'X' in the top right corner of the window. It will not automatically close.
  • In your Downloads folder on your computer, find the zip file of the content that you just downloaded. Its title will match the name of the content that was exported.
  • Unzip the files. For each piece of content, you will have one .html file for each step in the Guided Path, along with one (total) .json file.

2. How do I pull the content into Cloudwords?

  • Log in to Cloudwords utilizing an existing account.


  • Once you've logged in, and are on the main dashboard, click on 'Start New' in the upper right hand corner, then select 'Start New Project'.blob1478565609569.png

  • Fill out the 'Create Your New Project' page with the appropriate information, including project name, purpose, etc.blob1478565722915.png 
  • On the 'Source Material' page, click on the 'Upload' link, then add in the individual files from the zip file that you exported from Support.com Cloud.


  • Once you've selected or dragged and dropped the appropriate files into this upload window, click on the 'Upload' button in the bottom right hand corner.
  • Confirm that the files were all uploaded, then click on 'Close' in the bottom right hand corner of the window.
  • Select the source language and target translation languages on the 'Source Material' page.

  • Once all necessary files and information have been added to this page, click on 'Next'.
  • On the 'Translation Request' page, select the appropriate translation service or ask for bids from separate translation vendors (your page will likely look different than the following screen shot, depending on the preferences of your Cloudwords account).


  • On the 'Workflow & Followers' page, please select the appropriate deadline for your translation review process.

  • Submit the project for bid/translation.
  • Once the bids have come back, select the one that you would prefer, then the translations will begin.

3. How does the vendor complete the translation?

Note: These are important steps for the translation vendor to follow to ensure that the content files will import properly back into Support.com Cloud.

  • Download all of the .json and .html files provided.
    • The .json file includes the Guided Path/Support Article name, Guided Path/Support Article description, step name(s), Decision Point questions and answers (if applicable).
    • Each of the .html files includes the actual step content.

  • Open the .json file in an html editor (e.g., Sublime).
    • You will now see each of the content components mentioned above (as applicable), that includes an ID for each. Do NOT change the long ID code. Doing so will prevent the content from being imported back into Support.com Cloud.
    • Content components:
      • "PathName" = Guided Path/Support Article name
      • "StepName" = Name of the individual step in the Guided Path or Support Article
      • "StepQuestion" = Decision Point question in the Guided Path
      • "StepBranch" = Decision Point answer in the Guided Path
  • Begin translating each of these components. For example, highlight the text "Add Thermostat to the Smart Home App", inside the quotations and paste in the translation for the language you're currently working on.
  • Once you've completed translating for a specific language, select 'Save As' to change the file name to denote the new language represented. 
    • For example, change the file name from this:  blob1478567850976.png that includes "_en" for English to the two-letter language code representative of the new language.
    • Complete these steps for each language, with a separate .json file for each language.
  • Open each of the .html files in an html editor (e.g., Sublime).
  • In each file, select the text to be translated and copy in the translation for the appropriate language. Note that each language needs to have its own step file.
  • For each step file, also follow the same instructions to complete a 'Save As' to denote the language being used.
  • Zip up all translated files into one zip file, even if multiple languages are being utilized. The name of the zip file doesn't matter.

4. How do I import the translations back into Support.com Cloud?

  • Once you have reviewed the translations and confirmed their accuracy, accept the translations in Cloudwords, then the following steps outline how they are to be imported back into Support.com Cloud.
  • Ensure that the translated .json and .html files have been zipped up into one file, for all translations.
  • Log back in to Support.com Cloud as a Designer, and click on the Designer tab to see the Manage Content table.
  • Find the appropriate Guided Path/Support Article that you chose at the beginning of this process.
  • Click on the 'Import content' icon.
Import icon: 


  • Select the appropriate zip file with all the necessary translations.

  • Click 'Ok' to complete the import.
  • If the content import was successful, you'll see the following confirmation message at the top of the page:


  • Open the Guided Path/Support Article in the Designer tab to review the translations, and how they look in Support.com Cloud.
  • Ensure that the content is published for your agents/consumers to be able to access it.