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Cevro automatically detects and responds in your players’ preferred language. This page explains how language detection works and how to configure language policies for your workspace.

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How Language Detection Works

Cevro uses a multi-layer approach to determine the right language for each conversation:
1

Message Language

The AI reads the player’s messages and detects their language automatically. It accumulates multiple messages for higher accuracy, and may also use browser language as a supporting signal.
2

Help Desk Locale

If available, Cevro reads locale information from your help desk (browser language, country, profile settings).
3

Your Language Policy

Falls back to the settings you configure below if detection is uncertain or the player’s language isn’t supported.
Message analysis is the primary source of truth. Even if a player’s browser is set to English, Cevro will respond in Spanish if they write in Spanish. Multiple messages improve detection accuracy — a single short message like “hi” may not be enough, but as the conversation continues the AI quickly locks onto the correct language.
If your pre-chat form uses free-text fields (e.g., “describe your issue”), those messages are analyzed for language detection just like regular messages.If your pre-chat uses button clicks or dropdowns (e.g., selecting a category), those don’t contain natural language and won’t contribute to detection. In this case, the AI relies more on help desk locale data and subsequent player messages.If your pre-chat is button-based, let your CSM know so detection can be optimized for your setup.

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Locale Sources by Help Desk

Each help desk provides locale information differently:
Help DeskLocale SourceDetails
LiveChatGeolocation (country)Player’s country via IP. Primary language for that country is used (e.g., Mexico → Spanish).
IntercomLanguage Override → Browser LanguageChecks language_override field first, then browser_language.
ZendeskWidget Session (Browser Language)Browser language captured when the conversation started via the widget.
Respond.ioContact Language + CountryCombines the contact’s language and country fields (e.g., en + US → en-US).
Zoho SalesIQGeolocation (country)Player’s country via IP. Optionally, language can be parsed from URL path.
LiveChat & Zoho: Since locale is based on IP geolocation, a Spanish speaker traveling in the US would initially appear as English. However, message analysis (priority #1) will detect the correct language from their actual messages.Intercom: You can set language_override on contacts to force a specific locale, which takes priority over browser language.Zoho: If your site uses language-prefixed URLs (e.g., /es/page, /en/page), you can enable URL language parsing in the Language & Formatting settings.

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Language Policy Configuration

You can control which languages your AI agent responds in.

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Default Language

The fallback language used in two scenarios:
  1. When language cannot be determined — If auto-detection fails and no locale is available from your help desk
  2. When language restrictions are configured — If the player writes in a language not in your supported list
Usually set to your primary market’s language.

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Supported Languages

Restrict the AI to only respond in specific languages. This is useful when:
  • Your knowledge base only covers certain languages
  • Your human agents can only handle specific languages
  • Regulatory requirements limit which languages you support
If a player writes in an unsupported language, the AI will respond in your default language. Consider adding a message explaining this to players.

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Brand-Level Overrides

If you operate multiple brands targeting different markets, you can set language policies per brand:
  • Brand Default Language: Override the workspace default for a specific brand
  • Brand Supported Languages: Restrict a brand to specific languages
Brand settings take priority over workspace settings. This lets you run a Spanish-only brand and an English-only brand from the same workspace.

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Internal Communications Language

Separate from player-facing language, you can configure the language for internal content:
  • HITL (Human-in-the-Loop) summaries
  • Internal notes
  • Escalation emails
This ensures your support team receives information in their preferred language regardless of what language the player uses.
Player-facing language and internal communications language are two completely independent systems. A Portuguese-speaking player can generate Russian HITL tickets.

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Configuration

Language settings are available in your Cevro dashboard: Settings → Language & Formatting From there you can:
  1. Set your default language
  2. Configure supported languages
  3. Set up brand-level overrides
  4. Configure internal communications language

Need Help?

Contact your Customer Success Manager for assistance with language configuration.