## Overview

There are **two languages** on the platform, and they are independent. Mixing them up is the most
common reason a customer receives an email in a language nobody chose, while the operator swears
the platform is fully set to their own language.

| Language | Where it is set | Who it affects |
|---|---|---|
| **Dashboard language** | In your **profile** (Preferred Language) | **Only you.** It is the language of the menus, buttons and screens you work in |
| **Account language** | In **Settings → Account** (Site language) | **Your customers.** It is the language of everything the platform generates and sends out |

The dashboard language is a personal preference: each agent can pick their own, and one agent's
choice never affects another's — nor what the customer receives.

The **account language** is different — it is the authority for every piece of content generated
for the person on the other side:

- **Automated emails** — conversation transcript, appointment notification, task reminder,
  password reset, invitation.
- **Bot and AI assistant replies** — the language the automated agent answers in by default.
- **Help center and public pages** — portal, booking page, public contract signing page, affiliate
  portal.
- **Ready-made templates** — the task, pipeline, product and sequence templates the platform ships
  already translated.
- **Satisfaction surveys** and automated messages in general.

## What changed

Accounts used to be **born in English** and nobody noticed. The reason is subtle: the operator
almost always has their own language picked in their profile, so they read the dashboard in their
own language — while every message generated for the customer went out in English, because those
read the **account** language.

Worse: "English because nobody ever chose" and "English because someone chose it deliberately"
were byte-for-byte the same stored value. There was no way to tell them apart.

Now there is a **choice marker**, written the moment the language is saved on an already-existing
account. From then on:

- **No marker** (the language was never saved): the account follows the dashboard language of the
  account's **first administrator**. It is the only real signal the platform has about which
  language that operation works in.
- **With a marker** (someone saved it): exactly what was chosen applies, forever. Nothing infers
  anything on top of it.

And in the account settings, a **highlighted notice** appears whenever the two languages diverge —
with a shortcut to adopt your dashboard language for customers as well.

## Prerequisites

- **Administrator** profile, to edit account settings.
- Knowing which language your customers should be served in. That is usually the language of your
  market, not the language of your team.

## Step by step

**1. Check your dashboard language.**
Open your **Profile** (avatar in the corner) → **Preferred Language**. This is the language only
you see. If it is set to *Use account default*, your dashboard follows the account language and no
divergence is possible.

**2. Check the account language.**
Open **Settings → Account** and find the **Site language** field. Right below it there is a note
explaining that this is the language your customers receive.

**3. Look for the notice, if any.**
If your dashboard language and the account language differ, a notice appears just below the field,
telling you which language your customers are currently receiving. It offers a shortcut to adopt
your dashboard language for customers too.

**4. Choose and save.**
Select the correct language and click **Save Changes**.

> **Saving is what makes the choice definitive.** Even if you re-pick exactly the language already
> shown on screen, the act of saving writes the marker and locks the decision. From then on, no
> inference overrides your choice.

## Settings & options

| Where | What it does |
|---|---|
| Profile → Preferred Language | Language of **your** dashboard. Does not affect customers or other agents |
| Profile → Preferred Language → *Use account default* | Your dashboard follows the account language |
| Settings → Account → Site language | Language of everything the platform generates **for the customer** |
| Divergence notice (Settings → Account) | Appears when the two languages differ, with a shortcut to align them |
| Super Admin → Accounts | Platform operators can also view and adjust an account's language |

**When the notice does not appear:** when the two languages already match, or when you never
picked your own language in your profile (you are on *Use account default*). In that second case
there is no divergence to point out — you read exactly what your customers receive.

## Use cases

- **A Brazilian operation born in English.** You serve customers in Portuguese, your dashboard is
  in Portuguese, but transcript emails were arriving in English. Just open Settings → Account,
  pick Portuguese (Brazil) and save.
- **A bilingual team.** You prefer to work with the dashboard in English, but your customers are
  Brazilian. Leave **your profile** in English and the **account** in Portuguese. The divergence
  notice will show up — and in this case it is purely informational, because the setup is
  deliberately correct.
- **An operation that really does serve in English.** Open Settings → Account, re-pick English and
  save. That writes the marker and protects the choice from any future inference.
- **A new account.** On the first visit, set the account language together with the name and the
  timezone. It is a two-minute setting that prevents months of messages in the wrong language.

## Tips, limits & best practices

- **An account has a single language.** If you serve customers in different languages, the account
  language is the default for what the platform generates on its own. Whatever an agent types by
  hand in the conversation is still free, in any language.
- **Changing the language does not rewrite the past.** Emails already sent and messages already
  delivered stay exactly as they went out. The change applies from the moment you save onwards.
- **Content you wrote is not translated.** Canned responses, macros, templates you created and
  articles you published remain exactly in the language they were written in. The account language
  governs only the text the platform generates.
- **The inference uses the account's first administrator**, and only when that administrator has
  picked a dashboard language among those the platform offers. If they are on *Use account
  default*, or their language is not one of the available ones, the stored value stays as it is.
- **HONEST LIMIT — legacy accounts that chose English on purpose.** If your account uses English
  intentionally but nobody ever saved that choice on the settings screen, it is now treated as
  "never set" — and it may start following the administrator's dashboard language. **If English is
  intentional, open Settings → Account, re-pick English and save.** A single save locks the choice
  permanently. It is worth doing even if nothing looks wrong.
- **Verify after changing.** The fastest way to confirm is to trigger a test email (for example,
  send a conversation transcript to yourself) and check the language.

## Troubleshooting

**My customers received emails in English and I never asked for that.**
This is exactly the problem described above. Open **Settings → Account**, pick the correct
language in the **Site language** field and save. From then on all new content goes out in the
right language.

**I do not see the divergence notice.**
Either the two languages already match, or your profile is on *Use account default* — in which
case you read the dashboard in the same language your customers receive, so there is nothing to
warn about.

**I changed my dashboard language and the customers' language changed too. Is that expected?**
It only happens while the account language has never been saved. Without that save, the account
follows the administrator. Open Settings → Account, pick the language customers should receive and
save — from then on the two are independent.

**I want English, but after the update the account started sending in Portuguese.**
That means the English choice was never saved and the account administrator reads the dashboard in
Portuguese. Re-pick English in Settings → Account and save. The choice is then locked.

**One specific email arrived in the old language.**
Check whether it was generated before the change — content already sent is not rewritten. If it is
text someone on the team wrote (a macro, a canned response, your own template), it does not follow
the account language: it has to be edited.

**The help center is still in another language.**
Published articles have their own language, set when they were published. The account language
does not translate existing articles.

## See also

- Account timezone
- Account, agents and teams
- Profile, security and account