Setting up multi-language campaign for Zoom Contact Center

Zoom Contact Center supports 17 languages, along with language variants for English, Spanish, French, and Portuguese. With multi-language campaigns, you can select a default (or fallback) language for the campaign and specify additional languages you'd like to support. Zoom will detect the user's language and set it as the engagement language for the entire conversation.

There are two methods for detecting the user's language:

• The user's browser language setting
• The HTML lang attribute of the page

If an unsupported language is detected, the default campaign language will be used.

Requirements for setting up a multi-language campaign for Zoom Contact Center

• Basic, Pro, Business, Education, or Enterprise account
• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license

How to set up a multi-language campaign for Zoom Contact Center

You can deploy a web chat to your agent or bot using Zoom's campaign feature, where you can also set up a multi-language campaign.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Campaign Management
3. Click the display name of the campaign you want to edit.
4. If the campaign isn't in a Draft status, click Save as Draft at the bottom of the page.
5. Click Save New Draft to confirm.
6. Under Settings, next to Language, select Multiple languages.
7. Click Add Language to add one or more languages for this campaign.
   • Language Detection: Select between Browser language or HTML Lang attribute.
   • Campaign Default: Select the default language for the campaign. This language will be used if the consumer's language doesn't match any of the available languages.
   • Select all available languages, or choose one or more from the list.
8. Click Add.
9. Click Save.

Language detection through browser

Language detection via the browser will check the user's browser language setting. For instance, in Chrome, you can find this setting under Settings then Languages.

Language detection through HTML lang attribute

Language detection using the HTML lang attribute will reference the page's lang attribute to determine and display the appropriate language version of the campaign.

Supported languages and ISO-code mapping

For web chats with agents or bots, Zoom Campaign uses four-digit ISO codes (for example, "en-US" or "ja-JP"). If a two-digit code is detected (for example, "en"), and the language is supported, the most commonly-used four-digit language code variant will be applied (for example, "en-US").
Below is a list of the supported languages and their ISO codes.

Localizing campaign text

When using multi-language campaigns, if you plan to have your bot display header text, you'll need to use the asset library feature to dynamically support the correct language. You need to create an asset and its variants for each language. When the campaign detects the user's language, it will automatically load the appropriate asset.

Campaign language targeting

You can also create web campaigns that are targeted based on the HTML language attribute on a given webpage. This functionality allows you to show campaigns based on the language of a webpage. The campaign targeting can be configured under the Targeting section of campaigns, with the language attribute taking precedence after the URL setting. For example, if you only offer chat support in certain languages, you can ensure that the campaign only appears for that language.

Note: Language detection is only available for multi-language campaigns, not for single-language campaigns. In single-language campaigns, the campaign will be presented in the configured language.