Setting up Zoom Virtual Agent multi-language and single-language bots
In Zoom Virtual Agent, you can build a bot that supports a single language or multiple languages.
When setting up your bot:
- Select your bot's default language and any additional languages your bot will support.
- The default language is the one in which you build your bot flows. After creating a bot flow, it is automatically translated into the other supported languages. You can edit the content in these languages to refine text, buttons, and links, but you cannot modify the logic or pathways.
- The default language will serve as the fallback if the bot is deployed in a campaign language that it does not support.
- Select the knowledge base or knowledge base group your bot will use. Knowledge base content is not translated. When adding a knowledge base, you can include content in supported languages. The bot will only return knowledge base content in the language being used by the user.
This article covers:
Prerequisites for setting up Zoom Virtual Agent multi-language bots and single-language bots
- Account owner or admin privileges; or relevant role/privilege
- Basic, Pro, Business, Education, or Enterprise account
- Zoom Virtual Agent license
How to set up Zoom Virtual Agent multi-language bots
If the customer experience for your bot is identical for each language (for example, same intents and subflows), it may be easier to create a single bot that supports multiple languages.
- Sign in to the Zoom web portal.
- In the navigation menu, click AI Management then Virtual Agent.
- In the Chatbots tab, click Add Chatbot.
The Add Chatbot dialog box will appear. - In the Add Chatbot dialog box, specify the following:
- Name: Enter a display name to help identify the chatbot.
- Description (Optional): Enter a description for the chatbot.
- Click Continue: Details.
- Under Associated Knowledge Base, select a knowledge base or a knowledge base group from the drop-down menu.
- Under Associated Intent Group, select an intent group from the drop-down menu.
Note: To add associated knowledge base and intent group later, go to your Chatbot settings. - Click Continue: Languages.
- Under Default Language, select the primary language your bot will support from the drop-down list.
- Click Other languages to copy and machine translate bot flows to select all the supported languages on the chatbot.
- Under the Languages with no localized knowledge base articles, you can select additional languages to include. The bot flow and bot response text will be translated into these languages, but knowledge base articles will not be included.
- Click Save.
Note: Zoom Virtual Agent does not offer knowledge base content translation. It’s recommended to translate that content directly within your help center. If a customer interacts with your bot in its Spanish version, only Spanish language content will be returned from the knowledge base. If your knowledge base doesn’t contain the Spanish version but has the answer in another language, the bot will not return content to avoid displaying it in the wrong language.
Advantages of multi-language bots
- You can manage your bot in your preferred language, and have it automatically translated into other languages. Any changes you make will be updated across all translations.
- You can review and edit your translated bot flows to ensure accuracy and quality. While machine translation provides a starting point, you can still localize content to better fit your audience.
- You have the option to deploy a single campaign for all languages. When deploying your bot, select the multi-language campaign. The bot will then load the correct language version based on the user's browser language or the HTML lang attribute of the page.
Disadvantages of multi-language bots
Testing might be slightly more challenging—if you're using a multi-language bot and campaign, you'll need to configure your browser or HTML page to the language you want to test for each language version.
When deploying your multi-language bot through campaigns, make sure that you select the same languages and variants in campaigns as you've created in the bot. For example, if your bot supports English (United States) and Spanish (Mexico), be sure to select those options as your campaign languages. .
How to set up Zoom Virtual Agent single-language bots
If your bot experience varies significantly by country or language, it may be easier to manage a bot dedicated to a single language. This approach is beneficial if the bot is designed to support specific policies for a particular country or if you have a support team that needs full control over the experience for that language.
When setting up your bot, select a single default language for your bot. If you decide to add another language later, the content you've already built will be translated, but you'll still need to publish the bot after making these changes.
- Sign in to the Zoom web portal.
- In the navigation menu, click AI Management then Virtual Agent.
- In the Chatbots tab, click Add Chatbot.
The Add Chatbot dialog box will appear. - In the Add Chatbot dialog box, specify the following:
- Name: Enter a display name to help identify the chatbot.
- Description (Optional): Enter a description for the chatbot.
- Click Continue: Details.
- Under Associated Knowledge Base, select a knowledge base or a knowledge base group from the drop-down menu.
- Under Associated Intent Group, select an intent group from the drop-down menu.
Note: To add associated knowledge base and intent group later, go to your Chatbot settings. - Click Continue: Languages.
- Under Default Language, select the language your bot will support from the drop-down list.
- Click Save.
Advantages of single-language bots
Easier management for teams that are divided by region and have different processes and content.
Disadvantages of single-language bots
No language translation support.
How to deploy bots with campaigns
When you're ready to make your bot accessible to your customers, you can do so through campaigns. In campaigns, you have the option to use either a single-language campaign or a multi-language campaign:
- Single-language campaigns are ideal if you have a bot that supports only one language.
- Multi-language campaigns are best suited for bots that support multiple languages.
You can also create a hybrid approach by using single-language campaigns that link to a multi-language bot. For example, if you can determine your users' language from the URL path (for example, https://explore.zoom.us/es/contact/ contains an "es" tag indicating Spanish), another option is to launch a single campaign that loads a multi-language bot.
Here’s how this works:
- Define a unique campaign for each language and configure its location (URL path or regex).
- Connect each campaign to the same bot—you can have multiple campaigns that all link to the same bot. The campaign will set the language and pass it to the bot, which will then display the correct language variant.
Note: It's important that your bot includes the same languages and variants as those selected for your campaign. For example, if your bot has English-United States as the default language and Spanish-Mexico as an additional language, but you build a campaign for English-United States and Spanish-Spain, users will only experience the bot content in English. This happens because the fallback default language (English) will be used since the bot doesn’t include Spanish-Spain, only Spanish-Mexico. To resolve this, update your campaign to include Spanish-Mexico.
Add translations for the engagement header’s title, message, and Call to Action (CTA) button
- Create a translated version of the header’s title, message, and CTA button by adding a new text asset in the asset library.
- Add the new language in the Campaigns setting.
- In the Design tab, customize the header's title, message, and CTA button.
- For the Header, under Title and Message, select the translated text asset from the asset library.
- For the CTA button, select the translated text asset from the asset library.
- Click Save, then Publish.
