Web chat Localisation makes the widget interface feel native in every language the customer supports. When a visitor lands on the page, the widget reads their browser language and renders all static UI text (Headers, labels, status messages) in that language. The language signal is passed to the agent so responses follow suit.
How it works
- Browser-language detection. When a visitor opens the widget, it reads their browser language setting and renders all static UI text (headers, labels, status messages) in that language.
- Mid-session language following. If the agent switches language during a conversation (for example, a visitor starts in English and the agent responds in Spanish once it detects the shift), the widget UI switches to match. No half-English, half-Spanish interface.
- Manual disclaimer translation. Because the disclaimer is customer-editable static text, it is not auto-translated. You supply the disclaimer copy per language directly in Agent Studio, and the correct version is shown when the widget renders in that language.
What can be localised
Customer-editable content in the widget supports multiple translations. In the widget’s Content section you can add a translation for each language enabled on the widget, including:
- The disclaimer shown before the conversation starts.
- Anything that is not customer-editable in the widget configuration can be localised.
Each field accepts one translation per enabled language, and the widget shows the version that matches the visitor’s selected language.
What cannot be localised
For static text you can edit (disclaimer, widget header, greeting overrides, custom buttons), auto-translation is not applied. You supply each language version directly in Agent Studio.
Localisation is configured entirely in the “widgets” configuration page. In the widget’s language dropdown you select which languages the widget should offer. The only languages available in that dropdown are those already configured on your chat agent.
- Open the widget configuration.
- In the language dropdown, select the languages you want the widget to offer.
- Only languages configured on your chat agent appear in the dropdown. If a language you need is missing, add it to the agent first.
- Save the widget configuration.
If required you can create multiple variants of widgets and apply different language settings per widget depending on your clients needs.
Add translations for content
- In the widget configuration, open the Content section.
- For each translatable field (for example, the disclaimer), add a translation for each language enabled on the widget.
- Save the widget configuration.
The widget serves the translation that matches the visitor’s active language. If no translation is provided for a given language, the default language version is used.
Language support
Available today
The core European and North American languages ship in production. If your markets sit inside this list, you can go live with no additional gating:
- English (US)
en-US
- English (UK)
en-GB
- Spanish (US)
es-US
- French (Canada)
fr-CA
Additional languages
Further languages are rolling out incrementally. If you need a language that is not yet available, contact your PolyAI account team so we can confirm timelines or scope coverage for your deployment.
Example use cases
- Multi-region rollout. A US retailer expands to Canada. The Canadian French market gets a French-Canadian widget experience automatically when the visitor’s browser is set to
fr-CA.
- Regulated multilingual market. A financial services firm in Quebec is legally required to offer service in French. Browser language detection means the widget renders in French from the moment a francophone visitor lands.
- Mid-conversation language switch. A visitor starts in English and then asks a question in Spanish. The agent switches to Spanish, and the widget UI switches with it.
- Localised disclaimers. A healthcare provider serving English and French customers enters both language versions of their consent disclaimer in Agent Studio. The correct one is shown based on the visitor’s browser language.
Constraints and caveats
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Localisation is driven by the visitor’s browser language. Routing to different widget configurations by domain, subdomain, or brand is not part of this release. Talk to your account team if you need that shape.
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Agent response quality in non-English is trained per language. If you need a specific regional variant (for example, French-Canadian rather than French), confirm training coverage with your account team.
Last modified on August 11, 2026
