SetupLanguages

Manual translations in Greeting and Handoffs

Overview

In most conversations, your AI Agent automatically translates all content. However, for structured content built using blocks—such as your Greeting or Handoff blocks—you can customize the translations manually.

Use cases

Manual translations give you control over how your AI Agent communicates in structured content.

  • Ensure brand voice consistency: Override automatic translations in Greetings or Handoffs to maintain your preferred tone and terminology.
  • Correct translation errors: Replace inaccurate automatic translations with precise wording for critical messages.
  • Localize beyond translation: Adapt content for regional preferences, such as adjusting greetings or calls to action for different markets.

Capabilities & configuration

Within Greeting and Handoff blocks, two translation methods are available:

  • Automatic translation: When an end user sends a message in a different language, your AI Agent automatically translates your English content using Google Translate before responding.
  • Manual translation: You can add your own custom translations to individual blocks. When a manual translation is present, it overrides the automatic translation for that language.

You can also:

  • View translation status: See whether content uses automatic or modified translations in the language list.
  • Revert to automatic: Delete custom translations to restore the default Google Translate behavior.

Quick start

Customize a translation in a few steps.

1

On the Ada dashboard, open the structured content you want to edit (e.g., Config > AI AGENT > Greeting).

2

Select the language you want to customize from the list of available languages.

3

Click Modify Translation (if automatic), edit the content, and click Save.

For detailed instructions, see Implementation & usage.

Implementation & usage

View, edit, and remove custom translations in Greeting and Handoff blocks.

Where to find translations

In Greeting and Handoff blocks, you can preview automatic translations in your selected language and make edits as needed. Any edits you make will create a manual translation that becomes part of your structured flow.

Here are examples of where to access translation settings in each block:

Translations in a Greeting block

Translations in a Handoff block

View and edit translations

Customize translations for specific languages in your structured content.

To view and edit translations:

  1. Ensure all the languages you want to support are enabled in your AI Agent. See Multilingual support setup.

  2. On the Ada dashboard, open the structured content you want to edit. For example, to view translations for your Greeting, go to Config > AI AGENT > Greeting.

  3. On the Greeting page, in the list of languages, select the language of the content you want to view or modify.

    The non-English languages can have two different headers above them, indicating the types of translations you’ll see:

    • Modified Translations - Translated content contains custom translations and/or modifications to Google’s default translations.

    • Automatic Translations - Translated content comes directly from Google Translate and has not been modified at all.

    If you see that the language you want to use is not in the list, click Manage Languages to enable that language in your AI Agent.

  4. If the dialog only has automatic translations, click Modify Translation. The blocks become editable.

    If the dialog already has custom translations, the blocks are editable as soon as you switch to that language.

  5. Modify the translation as required and click Save. If the dialog did not have any custom translations before, the language now appears under Modified Translations in the list of supported languages for this Answer.

Remove a custom translation

Delete a custom translation to revert to automatic translation for that language.

To remove a custom translation:

  1. On the Ada dashboard, open the structured content you want to edit. For example, to view your Greeting, go to Config > AI AGENT > Greeting.

  2. From the list of your AI Agent’s supported languages, select the language you want to delete the custom translation for.

  3. Click Delete modifications. Then, in the confirmation window that opens, click Delete.

Have any questions? Contact your Ada team, or email us at .