Your customers need support in their native language, and your agents who suppose those customers need tools they can understand. offers a variety of internationalization opportunities to help you bridge the gap and get your users what they need.


What is Internationalization?

Internationalization is a broad term that encompasses efforts to:

  1. Make your support experience make sense to customers no matter what country they're in, and
  2. Let you translate the text on your sites into the languages that your agents and customers use

Internationalization is available for various parts of your experience through, and additional opportunities for internationalization are being added. Currently you can add translations in:

  • Self-Support Branding
  • Guided Paths 

Configuring the List of Supported Languages in Your Account

You configure which languages are supported in your account, and that list of languages controls the options you have for adding translated text in other areas of the system. It also controls the languages that users can choose as their preferred language on their user profile.

Follow these steps to get to the Manage Configurations screen:

  1. Log in to your account.
  2. Select Admin in the Navigator bar at the top of the screen.
  3. Select Settings>Manage Configurations.
    The Manage Configurations screen appears.

In the Content Language(s) section of this screen you can add Supported Languages and set the Default Language for your account.

How many languages are available?

The number of languages that are available to enter in the Supported Languages field is too many to count. You can click in the field to see a drop-down, or just begin typing essentially any language and it will pop to the top of the list.

Internationalization in Self-Support Branding

The Self-Support feature and how to brand it are covered in the article called Self-Support Feature Lets Users Help Themselves. While you're editing the branding of the Self-Support feature, you can simply toggle to one of your supported languages and enter the words that you want to use in that language. You can even use variables in the translated text.

Internationalization in Guided Paths

Setting up multiple language versions of a Guided Path internationalization lets you to maintain a single Guided Path translated into more than one language. 

Follow these steps to create a version of a Guided Path in another language:

  1. Log in to your account.
  2. Select Designer in the Navigator bar at the top of the screen.
    The Manage Content screen appears with a list of all the Guided Paths in your account. From this screen, you can see what language versions of the Guided Path are already avilable in the Language column.
  3. Open the Guided Path you want to work on.
    The Designer appears.
  4. The list of supported languages appears in the drop-down in the toolbar at the top of the Designer. Click the drop-down and select the checkbox of the language that you want to add.

    The system makes a copy of the default language Guided Path as a starting point for you. 
  5. Edit each step in the Guided Path and type or paste in the translated text for that step.
  6. Click Save.

Helpful Hint

You can have the English version of the guided path open in one browser window and the translated version of the guided path open in another browser window if you open one of the browser windows in incognito mode.

How many languages can one Guided Path be translated into?

You can have a Guided Path translated into as many languages as you support. 

If you have questions about this tool or need help to implement it, contact the Help Desk.