Knowledge base content is managed per brand and per language. An article written in one language is only available in that language - it does not automatically appear in the others enabled for the brand.
Each language version is written manually. That is deliberate: it lets your team check the wording rather than shipping machine translation to customers.
Before you begin
You need:
- A role with Knowledge Base edit permission
- The correct brand selected
- The target language enabled for that brand - see Language configuration
- The source article - see Creating an article if you still need to write the original
- The matching category or section in the target language - category structures are per language too, so create them first if they do not exist yet. See Creating a section.
Step 1 - Enable the language for the brand
If the language is not already available when you write knowledge base content:
- Open Settings.
- Select Language Configuration.
- Select the brand.
- Add the language to the brand's supported languages (including those used for the public knowledge base).
- Save.
The language then becomes selectable when creating or translating content for that brand.
Step 2 - Open the article to translate
- Open Knowledge Base from the main navigation.
- Select Manage Articles.
- Confirm the brand at the top of the page.
- Find the source article and open it.
You can also start a brand-new article in the target language with Add New Article - useful when the topic only applies in that market. For the full create flow, see Creating an article.
Step 3 - Switch to the target language
At the top of the editor:
- Confirm the brand is still correct.
- Select the language you are translating into from the language selector (or language tab).
Nothing you write in this language syncs back to the others. Each version is independent.
Step 4 - Write the translated title and content
- Enter the title in the target language - name the topic in full, the same way you would in the source language.
- Write the body in the editor in that language.
Keep the same intent and structure as the source where the process is the same. Where a process genuinely differs by market, write for that market rather than forcing a literal translation.
Use headings, short sections, and lists. Put instructions in text - the AI cannot read screenshots. For the editor toolbar and settings panel, see Editor Overview.
Step 5 - Assign a category or section in that language
Every article must be assigned to a category or section before it can be saved - and the list you see is for the current language.
- Open Publish in Section/Category.
- Select the equivalent category or section in the target language.
- Use the arrow icon beside a category to expand into its sections.
If the category or section does not exist yet in that language, create it from the Knowledge Base dashboard first.
Step 6 - Save as Draft or Save and Publish
Hover over Save and choose:
- Save as Draft - keeps the translation out of the help centre and out of AI answers while you write or review it.
- Save and Publish - makes it visible in the public knowledge base for that language immediately.
Before you publish, confirm:
- The correct brand and language are selected
- It is assigned to the correct category or section in that language
- The content is complete, accurate, and reviewed by someone who knows the language
- Links and images work
Publishing updates the public knowledge base straight away. The AI picks the change up at the next scheduled update - commonly every few minutes. See Article States.
Step 7 - Track what is still missing
Manage Articles shows all articles for the brand across every language.
- Open Manage Articles.
- Hover the translation indicator beside an article to see which language versions are complete.
Use it to spot gaps - particularly on your highest-traffic articles, where a missing translation is felt most.
How the AI handles languages
The AI answers using the article written in the language the customer is speaking. It does not translate on the fly.
This means:
- Every language needs its own version of an article for the AI to answer in that language
- Each brand has its own AI knowledge set - nothing is shared between brands
- A missing translation is a gap in AI coverage, not just in the help centre
- The translation must also be Published and marked Include in AI Knowledge before the AI can use it - see Article States
Good practice
- Translate the highest-traffic articles first. A small set covers most of the demand.
- Keep translations in step with the source. When you update the original, update its translations - otherwise you are serving two different answers to two audiences.
- Have a native speaker review before publishing. Support content carries policy; small mistranslations become complaints.
- Do not translate what does not apply. Where a process genuinely differs by market, write for that market rather than translating something inaccurate.
- Match the category structure across languages where the content is the same, so navigation feels consistent.
Troubleshooting
The language I need is not in the selector. It is not enabled for the brand yet. Add it under Settings > Language Configuration, then return to the editor.
My translation is not showing in the help centre. It is still a draft, was saved under a different language, or you are looking at a different brand.
The AI answers in one language but not another. The AI only uses the article in the customer's language. Create and publish the missing translation, with Include in AI Knowledge on. See Article States.
I cannot find the category when assigning the translation. Categories and sections are per language. Create the matching structure in the target language first.
I updated the source article but the translation still shows the old content. Translations do not sync automatically. Open the other language version and update it.
Can I copy an article to another language automatically? No. Each version is written manually to keep it accurate.
Do categories sync across languages? No. Each language has its own structure.