Supported Languages

Before You Begin

Answer these questions before touching any settings:

Where do you need multi-language? Portal, Plug (chat widget), or both?

Which languages do you need? Pick from the supported list above.

Which features are you using? Ticketing, Conversations, Knowledge Base, AI search, Public or Private portal, Plug on portal.

This saves you from having to redo configurations later.

Step 1 — Add Languages

Path: Settings → Language & Region → Plug & Portal language settings

• Add languages for the portal and plug separately — they have their own sections.

• English is added by default and acts as the default language.

• The default language is where you configure settings that apply to all languages (e.g., enabling KB, turning conversations on/off, public vs. private portal).

• If a user opens your portal URL without a language code, they'll see the portal in the default language.

Step 2 — Set Up the Knowledge Base

Important: Always set up your collection structure before creating articles.

2a. Create the collection structure

Your collection hierarchy must match across all languages before you add articles.

For example, if English has:

• Parent Collection → Sub-collection

Then Spanish and Portuguese must also have:

• Parent Collection (translated) → Sub-collection (translated)

Steps:

1. Create the English parent collection and sub-collection

2. Create the Spanish translations of both

3. Create the Portuguese translations of both

Repeat for any other languages.

2b. Create and translate articles

Once collections exist, follow this workflow for each article:

1. Create the article in English → map it to the English collection

2. Create the Spanish translation from the English article → collection mapping applies automatically

3. Create the Portuguese translation from the English article → collection mapping applies automatically

Visibility carries over automatically. If the English article is visible to Customers, translated versions will be too.

⚠️ If a translated collection doesn't exist yet, the translated article will show a warning and cannot be auto-mapped. Always create collections first to avoid this.

Importing Knowledge

If you're creating articles programmatically or through an import flow, language assignment doesn't happen automatically — you need to handle it explicitly. Always pass the language parameter when creating articles:

• If the language code is supported (see table in Supported Languages), the article will be created under that language

• If no language code is passed, the article defaults to en-US

• If the language code is not supported, the API will return an error

• Reach out to your CSM to raise a feature request for the language you need

• If you're importing articles through a connector, check that the connector supports language configuration before you begin

Step 3 — Set Up the Customer Portal

Key things to know

• Static components (e.g., "Login", "Search") are auto-translated — you don't need to do anything.

• Custom components (e.g., your company name, custom labels) need to be translated manually per language.

• Global settings (enabling KB, ticketing, conversations, AI search) apply to all languages and can only be configured from the default language.

Setup

For English (default):

1. Go to Settings → Portal Settings

2. Select English as your language

3. Configure global settings — enable KB, ticketing, AI search, etc.

4. Customize brand and design fields

5. Click Apply Changes

For each additional language (e.g., Spanish):

1. Use the language switcher to select Spanish

2. Customize only the language-specific fields (brand text, design, etc.)

3. Click Apply Changes

Portal URL structure

• Default: support.devrev.ai/en-US/slug

• Custom domain example: help.yourcompany.com/en-US/slug

Step 4 — Set Up the Plug (Chat Widget)

For English (default):

1. Go to Settings → Plug Chat

2. Select English

3. Configure: conversation toggle, button text, logo, accent color, tabs (Home, Conversations, Tickets), and welcome text

4. Click Save & Publish

For each additional language (e.g., Spanish):

1. Use the language switcher to select Spanish

2. Customize only the language-specific fields

3. Click Save & Publish

Step 5 — Go Live

Portal

Go to Portal Settings and turn on the Publish toggle for each language you want live. Do this per language — publishing English does not publish Spanish automatically.

Plug

When initializing the Plug on your website, pass the locale to control which language it appears in:

javascript

window.plugSDK.init({
  // ...existing options,
  locale: 'en-US'
});

Replace en-US with the relevant locale code from the table above.

How It Works for Your Customers

Switching languages on the portal

• If a translation exists → customer sees the translated article or collection

• If a translation doesn't exist → customer lands on an error page with a link back to the homepage

Search behavior

• On the portal and plug, search is language-scoped — a user on the Spanish portal only sees results from published Spanish articles

• In conversations, all language articles are indexed regardless of the plug language, and the AI responds in the language the user wrote in

Ticket fields

• Stock ticket fields are auto-translated — no manual work needed

• Custom ticket fields are not translated