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Agents can choose from a list of supported languages using the CCAI Platform portal
and localized Adapters.
Administrators can assign the default agent adapters language based on their
location. Locations are managed by an administrator, and each location has an
assigned language. Users can override their location-based language
setting using the agent adapter.
User interface components
Localized user interface components:
The agent will see all call and chat adapter controls in the
language set or selected, including call flows, confirmation and error
messages, agent statistics and more.
Not localized:
Queue names are not translated and will appear as they are set
up in Settings > Queue for each language.
The incoming or outgoing call or chat session won't be
translated or impacted in any way.
Administrator configuration
Admin role required for configuration
Add a new location
In the CCAI Platform portal, go to Settings > Operation Management.
Scroll to Localization and click Manage Location Setting.
Click Add Location.
Enter the Location name.
Select a Language.
Click Save.
Assign a language or location to agents
Agents and users are able to be assigned to a specific location. The Location
dictates the default Language of the user.
Bulk update multiple users
To update the location for a list of users, use the Importing
Users
process. Capitalization and spelling must match exactly for a successful
import.
Assign locations to individual users
In the CCAI Platform portal, go to Settings > Users & Teams.
Navigate to the user you would like to add a location for.
Click the edit icon next to the user's name.
Select one of the pre-configured locations from the Location drop-down.
Click Update to save.
Agent adapter
The following details the specifics pertaining to the agent adapter itself.
Set language
In the Agent Adapter in your CRM, click the profile icon.
Click the language drop-down and select a language.
The Agent Adapter now displays in the language selected.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eAgents can select their preferred language from a list of supported languages within the CCAI Platform portal and localized Adapters.\u003c/p\u003e\n"],["\u003cp\u003eAdministrators can set a default language for agents based on their assigned location, which can be managed through the CCAI Platform portal.\u003c/p\u003e\n"],["\u003cp\u003eAgents have the ability to override the default location-based language settings through the agent adapter.\u003c/p\u003e\n"],["\u003cp\u003eUser interface elements such as call and chat adapter controls, call flows, and messages are localized to the chosen language, but queue names remain untranslated.\u003c/p\u003e\n"],["\u003cp\u003eThe language option to switch language only shows up in the CRM adapter, and will not be displayed when accessing through the CCAI Platform portal.\u003c/p\u003e\n"]]],[],null,["# Localized languages in the agent adapter\n\nAgents can choose from a list of supported languages using the CCAI Platform portal\nand localized Adapters.\n\nAdministrators can assign the default agent adapters language based on their\nlocation. Locations are managed by an administrator, and each location has an\nassigned language. Users can override their location-based language\nsetting using the agent adapter.\n| **Note:** If your CCAI Platform portal had locations entered previously, you will need to re-select locations after this feature is enabled.\n\nUser interface components\n-------------------------\n\n- Localized user interface components:\n\n - The agent will see all call and chat adapter controls in the language set or selected, including call flows, confirmation and error messages, agent statistics and more.\n- Not localized:\n\n - Queue names are not translated and will appear as they are set\n up in **Settings** \\\u003e **Queue** for each language.\n\n - The incoming or outgoing call or chat session won't be\n translated or impacted in any way.\n\n| **Note:** See [Supported\n| Languages](./Customizing_Languages__Recordings____Messages/index.md#UUID-f1750720-b4af-9115-3a1d-c2bde09dd13b) for the full list of agent and consumer facing supported languages.\n\nAdministrator configuration\n---------------------------\n\n*Admin role required for configuration*\n\n### Add a new location\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Operation Management**.\n\n2. Scroll to **Localization** and click **Manage Location Setting.**\n\n3. Click **Add Location.**\n\n4. Enter the **Location** name.\n\n5. Select a **Language.**\n\n6. Click **Save.**\n\n### Assign a language or location to agents\n\nAgents and users are able to be assigned to a specific location. The Location\ndictates the default Language of the user.\n\n#### Bulk update multiple users\n\nTo update the location for a list of users, use the [Importing\nUsers](../Agent___Team_Configuration/index.md#UUID-d322c3ca-0001-a762-d50a-01d22822805a)\nprocess. Capitalization and spelling must match exactly for a successful\nimport.\n\n#### Assign locations to individual users\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Users \\& Teams**.\n\n2. Navigate to the user you would like to add a location for.\n\n3. Click the **edit** icon next to the user's name.\n\n4. Select one of the pre-configured locations from the **Location** drop-down.\n\n5. Click **Update** to save.\n\nAgent adapter\n-------------\n\nThe following details the specifics pertaining to the agent adapter itself.\n\n### Set language\n\n| **Note:** The option to switch language only shows up in the **CRM adapter**. If you are accessing the adapter using the CCAI Platform portal that option won't be displayed.\n\n1. In the Agent Adapter **in your CRM** , click the **profile icon**.\n\n2. Click the language drop-down and select a language.\n\n3. The Agent Adapter now displays in the language selected.\n\n### Localized adapter examples"]]
