Sign in

Reply in the customer's language

The AI Assistant replies in the language of the customer's incoming message, even when it differs from the customer's stored profile language.

When this happens: Auto Reply context assembly for a conversation whose customer writes in a language other than their stored profile language.

How it works

  • A customer whose profile Language is *English* writes Livrați și în Moldova? (Romanian).
  • Includes the detected language of the current message as an explicit instruction to the AI/LLM Service: reply in that language, overriding the profile language.
  • EasyCRM returns a reply in Romanian.
  • Sets Conversation.Language = ro (was previously unset or en) and sends the reply.

Other paths

Mixed-language conversation

The same customer later writes in English again. System re-detects per message; the next reply is in English. Conversation.Language reflects only the most recent message.

If something goes wrong

Language cannot be determined

The inbound message is too short or ambiguous to detect a language (e.g. 👍 or ok). Falls back to the customer's profile language, or the company's default language if neither is available.

Good to know

  • The incoming message's language always overrides the profile language when they disagree (BRD §3.9).
  • This rule applies to Auto Reply; Copilot suggestions also default to the customer's language but the operator may direct a different one in free-form guidance.