The assistant replies in the wrong language

Likely causes

• Assistant reply language is fixed to Hebrew or English instead of Automatic — match the customer.
• The customer’s message was mostly the other script — a Hebrew sentence with three English product names in it can tip the balance.
• The message carried almost no letters at all: an emoji, a number, a photo with no caption. There is nothing to detect, so the fallback decides.
• You are looking at a reply the assistant wrote to an earlier message in a different language. The language is decided per message, not per conversation.

What to do

1. Open Assistant Settings and read Assistant reply language. If it is fixed, set it to Automatic — match the customer and press Save settings.
2. Send the customer’s exact sentence through the Test simulator and read the Language: chip on the reply — it shows what was detected.
3. If the chip says mixed or other, open Settings → Language and check Business content language, because that is what a fallback lands on.
4. Change the setting once and let the next message decide. There is no publish step; the change applies to messages processed after you save.

How to check it worked

Send the same sentence again in the Test simulator: the Language: chip and the reply now agree with what you expect.

When to contact us

Send us the customer’s message exactly as they wrote it, the reply they got, the value of Assistant reply language, and the Language: chip from the simulator for the same text.

Likely causes

• The customer’s own message mixed the two, which is normal in Israeli business chat, and the assistant follows their lead.
• Your business information itself is mixed — service names in English inside Hebrew descriptions — and prices, names and hours are quoted exactly as they are written.
• The Hebrew style setting only shapes replies written in Hebrew; it does nothing to an English reply.

What to do

1. Decide whether you actually want this. A Hebrew reply that keeps product names in English is usually the right answer for an Israeli customer.
2. If you want one language consistently, set Assistant reply language to Hebrew or English rather than leaving it automatic.
3. To change the words themselves, edit the service names, FAQs and policies in Settings, then press Sync details from settings on the Knowledge Base screen.

How to check it worked

Ask the same question in the Test simulator and read the sources under the answer — the mixed wording will be visible in the source text itself, not invented by the assistant.

When to contact us

Send us the reply, and tell us which words should have been in the other language. Copy the text rather than screenshotting it, so we can see the exact characters.

Likely causes

• Hebrew and English are the only two languages the assistant writes in.
• Detection counts letters, not words. Spanish, French, German and any other Latin-script language count as English and are answered in English.
• A non-Latin, non-Hebrew script — Arabic, Russian — is placed as “other”, and the reply falls back to your Business content language.

What to do

1. Set expectations rather than settings: there is no option that adds a third language.
2. If most of these customers should get English, make sure Business content language is the language you want as the fallback.
3. Take the conversation over from the inbox and reply by hand when the language matters — press Take over, then write the reply yourself.
4. Consider adding an FAQ in the language you can support, so at least the facts are available when a person answers.

How to check it worked

Paste the customer’s message into the Test simulator: the Language: chip shows what it was placed as, and the reply shows which fallback applied.

When to contact us

Tell us which language your customers actually write in and how often. We cannot switch a third language on for you, but it is the only way that demand gets counted.

Likely causes

• You followed a link carrying ?lang=he or ?lang=en. That saves the choice in this browser for a year.
• You signed in, and the language saved on your user profile replaced whatever this browser was using.
• Somebody used the language switcher while signed in as you — it saves to both the browser and the profile, so it follows you to other devices.
• It is a browser you have never chosen a language in, so it followed the browser’s own preferred languages.

What to do

1. Open Settings and use the switcher under Interface language. Choosing there saves the language to your profile and to this browser at once.
2. Check the address bar for ?lang= before assuming something changed on its own.
3. If Hebrew is not offered in the switcher, add ?lang=he to the dashboard URL once. Hebrew is only advertised to visitors who look Israeli — an Israeli organization, a Hebrew browser, or a previous Hebrew choice — but the URL always works.
4. Remember that the dashboard has no /he prefix: the same address renders in whichever language you chose.

How to check it worked

Reload the dashboard, then open it in a new tab. Both render in the language you picked, and a fresh sign-in keeps it.

When to contact us

Tell us your email address, the browser, and whether the language is wrong on every device or only one. One device points at the browser; every device points at the saved profile preference.