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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 Analysis

The AI analyzes the player’s message text to detect their language in real-time. This is the most accurate method.
2

Help Desk Locale

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

Language Policy

Falls back to your configured default language if detection is uncertain.
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.

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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 when the player’s language cannot be determined. 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.

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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.