Multilingual workflows allow you to automatically translate workflow steps into multiple languages, ensuring a seamless experience for customers worldwide.
This feature translates chat messages and reply buttons within workflows. You can enable it for existing workflows by specifying whether they should be multilingual—translations will be applied when you click the Save button.
Enable multilingual workflows
To make a workflow multilingual:
1. Create a workflow – Start by creating a new Fin workflow or editing an existing workflow from the Deploy section.
2. Enable translations – While you're editing the workflow, select the ⋯ (ellipsis) in the top-right of the workflow editor and then toggle Auto-translate on to enable translations in all your supported languages.
Note:
If Auto-translate is turned off, translations will not occur.
Your supported languages can be managed from Settings > Multilingual.
3. Save the workflow – Save and close the workflow and translations will begin asynchronously in the background. The time required for translations varies depending on the size of the workflow, with larger workflows taking longer to update.
View translations in your workflow
Once translations are complete, you can preview them.
Open the workflow in view mode.
Use the Auto-translate dropdown menu at the top to switch between available languages.
Your default language is the only one that can be edited.
Other languages will be in read only mode.
Note:
The language options are currently only visible in the workflow view mode (not edit mode). Remember to save and close the workflow, then view the workflow to see the language options.
If translations are still processing, you may temporarily see the workflow in English.
Here’s how it would appear in a supported language:
Note:
Edits are only possible in your default workspace language.
You may notice that some languages look partially translated. This is because some steps such as reply time, CSAT, Let Fin answer, etc. are already localized. They don't rely on enabling multilingual workflows.
See multilingual workflows in action
When interacting with a multilingual workflow, the workflow adapts based on the customer’s language. If a customer sends a message in French, the workflow (including chat messages and reply buttons) will appear in French. The same applies to all other supported languages.
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Limitations
Currently supported: Chat messages and reply buttons. Translations are available on all channels.
Not yet supported: Some workflow steps may not be fully translated, as Fin multilingual support is managed separately. Certain steps are already translated if they use hardcoded strings, while others—like the attribute collector—depend on customer input and may not be translated. However, you can use conditional branching to add content in different languages within a workflow if needed.
Turning off multilingual workflows: If you turn off the multilingual workflow setting for live workflows, all language variations will be removed, and only the default language version of the workflow will remain visible.
Troubleshooting
My workflow is showing mixed or incorrect languages
My workflow is showing mixed or incorrect languages
This happens when a workflow was written or edited while the workspace default language didn't match the language of the workflow content.
Workflows translate from the workspace's default language at the time they're saved. If a workflow is written in Spanish but the workspace default is set to English, the system treats the Spanish text as the English "original" and translates everything from that — producing incorrect or mixed translations in other languages. Switching the default language afterward doesn't fix existing translations; they're only regenerated when the workflow is saved again.
To fix mixed translations:
Go to Settings > Multilingual and confirm the workspace default language matches the language the workflow is actually written in.
Open the workflow and save/publish it again — this regenerates all translations cleanly from the correct source language.
Tip: To avoid this going forward, always make workflow edits while the workspace default language matches the language your workflow is written in. If you ever need to change the workspace default language, re-save any affected live workflows afterward to regenerate their translations correctly.
My workflow messages are being re-translated even though they're already in the right language
My workflow messages are being re-translated even though they're already in the right language
This happens when Auto-translate is on for a workflow that's already written in the target language. When Auto-translate is enabled, the system assumes the workflow content is written in your workspace's default language and translates from there. If your workspace default is English but the workflow content is written in French, the system treats the French text as the English source and re-translates it — producing incorrect output.
This typically affects customers who create separate language-specific workflows with audience rules targeting users of a particular language (e.g., a French closing-message workflow with an audience rule for French-detected conversations). In this setup, Auto-translate is not needed — the content should be delivered exactly as written.
Fix: Turn off Auto-translate on any workflow that is already authored in its intended delivery language:
Open the workflow in edit mode.
Click the ⋯ (ellipsis) at the top right.
Toggle Auto-translate off.
Save the workflow.
With Auto-translate off, the workflow delivers its messages exactly as written. This does not affect AI Inbox Translation, which continues to translate messages between teammates and customers based on individual language settings.
Note: Turning off Auto-translate removes all previously generated language variations. Only the version written in your workflow will remain. Use this setting only when your workflow is audience-targeted to customers of a specific language and the messages are already authored in that language.
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