[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:af-NA":36,"kb:categories:1:af-NA":37,"kb:brandArticles:1:0:af-NA":38,"kb:articleDetails:102:af-NA":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":55,"category":59,"relatedArticles":61,"relatedTagsArticles":72},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":51,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":52,"createdBy":48,"updatedAt":53,"updatedBy":40,"tags":32,"includeForAi":19,"authorName":54},102,15,"Creating translated articles","\u003Cp>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.\u003C\u002Fp>\u003Cp>Each language version is written manually. That is deliberate: it lets your team check the wording rather than shipping machine translation to customers.\u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>You need:\u003C\u002Fp>\u003Cul>\u003Cli>A role with Knowledge Base edit permission\u003C\u002Fli>\u003Cli>The correct brand selected\u003C\u002Fli>\u003Cli>The target language enabled for that brand - see Language configuration\u003C\u002Fli>\u003Cli>The source article - see Creating an article if you still need to write the original\u003C\u002Fli>\u003Cli>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.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Step 1 - Enable the language for the brand\u003C\u002Fh2>\u003Cp>If the language is not already available when you write knowledge base content:\u003C\u002Fp>\u003Col>\u003Cli>Open Settings.\u003C\u002Fli>\u003Cli>Select Language Configuration.\u003C\u002Fli>\u003Cli>Select the brand.\u003C\u002Fli>\u003Cli>Add the language to the brand's supported languages (including those used for the public knowledge base).\u003C\u002Fli>\u003Cli>Save.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The language then becomes selectable when creating or translating content for that brand.\u003C\u002Fp>\u003Ch2>Step 2 - Open the article to translate\u003C\u002Fh2>\u003Col>\u003Cli>Open Knowledge Base from the main navigation.\u003C\u002Fli>\u003Cli>Select Manage Articles.\u003C\u002Fli>\u003Cli>Confirm the brand at the top of the page.\u003C\u002Fli>\u003Cli>Find the source article and open it.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>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.\u003C\u002Fp>\u003Ch2>Step 3 - Switch to the target language\u003C\u002Fh2>\u003Cp>At the top of the editor:\u003C\u002Fp>\u003Col>\u003Cli>Confirm the brand is still correct.\u003C\u002Fli>\u003Cli>Select the language you are translating into from the language selector (or language tab).\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Nothing you write in this language syncs back to the others. Each version is independent.\u003C\u002Fp>\u003Ch2>Step 4 - Write the translated title and content\u003C\u002Fh2>\u003Col>\u003Cli>Enter the title in the target language - name the topic in full, the same way you would in the source language.\u003C\u002Fli>\u003Cli>Write the body in the editor in that language.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>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.\u003C\u002Fp>\u003Cp>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.\u003C\u002Fp>\u003Ch2>Step 5 - Assign a category or section in that language\u003C\u002Fh2>\u003Cp>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.\u003C\u002Fp>\u003Col>\u003Cli>Open Publish in Section\u002FCategory.\u003C\u002Fli>\u003Cli>Select the equivalent category or section in the target language.\u003C\u002Fli>\u003Cli>Use the arrow icon beside a category to expand into its sections.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>If the category or section does not exist yet in that language, create it from the Knowledge Base dashboard first.\u003C\u002Fp>\u003Ch2>Step 6 - Save as Draft or Save and Publish\u003C\u002Fh2>\u003Cp>Hover over \u003Cstrong>Save\u003C\u002Fstrong> and choose:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Save as Draft\u003C\u002Fstrong> - keeps the translation out of the help centre and out of AI answers while you write or review it.\u003C\u002Fli>\u003Cli>\u003Cstrong>Save and Publish\u003C\u002Fstrong> - makes it visible in the public knowledge base for that language immediately.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Before you publish, confirm:\u003C\u002Fp>\u003Cul>\u003Cli>The correct brand and language are selected\u003C\u002Fli>\u003Cli>It is assigned to the correct category or section in that language\u003C\u002Fli>\u003Cli>The content is complete, accurate, and reviewed by someone who knows the language\u003C\u002Fli>\u003Cli>Links and images work\u003C\u002Fli>\u003C\u002Ful>\u003Cp>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.\u003C\u002Fp>\u003Ch2>Step 7 - Track what is still missing\u003C\u002Fh2>\u003Cp>Manage Articles shows all articles for the brand across every language.\u003C\u002Fp>\u003Col>\u003Cli>Open Manage Articles.\u003C\u002Fli>\u003Cli>Hover the translation indicator beside an article to see which language versions are complete.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Use it to spot gaps - particularly on your highest-traffic articles, where a missing translation is felt most.\u003C\u002Fp>\u003Ch2>How the AI handles languages\u003C\u002Fh2>\u003Cp>The AI answers using the article written in the language the customer is speaking. It does not translate on the fly.\u003C\u002Fp>\u003Cp>This means:\u003C\u002Fp>\u003Cul>\u003Cli>Every language needs its own version of an article for the AI to answer in that language\u003C\u002Fli>\u003Cli>Each brand has its own AI knowledge set - nothing is shared between brands\u003C\u002Fli>\u003Cli>A missing translation is a gap in AI coverage, not just in the help centre\u003C\u002Fli>\u003Cli>The translation must also be Published and marked Include in AI Knowledge before the AI can use it - see Article States\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Good practice\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Translate the highest-traffic articles first.\u003C\u002Fstrong> A small set covers most of the demand.\u003C\u002Fli>\u003Cli>\u003Cstrong>Keep translations in step with the source.\u003C\u002Fstrong> When you update the original, update its translations - otherwise you are serving two different answers to two audiences.\u003C\u002Fli>\u003Cli>\u003Cstrong>Have a native speaker review before publishing.\u003C\u002Fstrong> Support content carries policy; small mistranslations become complaints.\u003C\u002Fli>\u003Cli>\u003Cstrong>Do not translate what does not apply.\u003C\u002Fstrong> Where a process genuinely differs by market, write for that market rather than translating something inaccurate.\u003C\u002Fli>\u003Cli>\u003Cstrong>Match the category structure across languages\u003C\u002Fstrong> where the content is the same, so navigation feels consistent.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>The language I need is not in the selector.\u003C\u002Fstrong> It is not enabled for the brand yet. Add it under Settings > Language Configuration, then return to the editor.\u003C\u002Fp>\u003Cp>\u003Cstrong>My translation is not showing in the help centre.\u003C\u002Fstrong> It is still a draft, was saved under a different language, or you are looking at a different brand.\u003C\u002Fp>\u003Cp>\u003Cstrong>The AI answers in one language but not another.\u003C\u002Fstrong> 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.\u003C\u002Fp>\u003Cp>\u003Cstrong>I cannot find the category when assigning the translation.\u003C\u002Fstrong> Categories and sections are per language. Create the matching structure in the target language first.\u003C\u002Fp>\u003Cp>\u003Cstrong>I updated the source article but the translation still shows the old content.\u003C\u002Fstrong> Translations do not sync automatically. Open the other language version and update it.\u003C\u002Fp>\u003Cp>\u003Cstrong>Can I copy an article to another language automatically?\u003C\u002Fstrong> No. Each version is written manually to keep it accurate.\u003C\u002Fp>\u003Cp>\u003Cstrong>Do categories sync across languages?\u003C\u002Fstrong> No. Each language has its own structure.\u003C\u002Fp>\u003Ch2>\u003Cbr>\u003C\u002Fh2>\u003Cp>\u003Cbr>\u003C\u002Fp>",103,"2026-09-07T14:01:05.000+00:00","2026-09-10T13:16:37.000+00:00","Nikita Beslik",[56],{"id":48,"brandId":18,"categoryId":57,"parentSectionId":32,"position":48,"title":58,"description":58,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},17,"Creating Articles",{"id":57,"brandId":18,"position":48,"title":60,"description":60,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Creating a Knowledge Base",[62,66,69,71],{"id":63,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":64,"titleTranslated":32,"position":65,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},99,"Article states",101,{"id":67,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":68,"titleTranslated":32,"position":67,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},100,"Creating an article",{"id":65,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":70,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},"Managing articles",{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":51,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},[]]