Setting Up Live Chat and Pop-Ups for Multilingual Websites

If you promote your website to different markets, ensure you establish communication with users in the languages ​​they are familiar with. This section will show you how to set up multilingual welcome messages in the live chat widget and adapt smart pop-ups to the current page language using scripts.

Setup defaults

For the widget to be activated by scripts, in the project settings on the “Setup defaults” tab, select “Show collapsed.”

It is crucial to customize the further display of engaging messages in a live chat ​​instead of universal ones in different languages.

Important: currently, the widget’s title is set once within the project, so we recommend using universal wording. For example, the company’s name in Latin — Logo Team or Logo Company.

Case: for a multilingual website with versions in Russian and English, you can use the following approach:

  1. select the display of the minimized widget in the settings;
  2. register the title of the widget in English;
  3. write a default message in English;
  4. for a Russian-speaking audience, set up a message in Russian according to the script.

A scenario is a condition for sending an automatic message triggered by a user’s action or behavior.

For multilingual websites, we recommend choosing one of two scenarios:

  • URL of the current page: the message in a specific language will be received only by users who loaded the page with the specified URL;
  • browser language: Only users with the specified browser language will receive the message in a specific language.

Let’s take a closer look at each scenario.

A script at the URL of the current page

Suppose the language versions of the website are located on subdomains or in subfolders. In that case, you can display different messages linked to the URL: for example, communicate in Russian with those who view the website pages with the /ru part.

Go to the “Website messages” section, click “Add pop-ups or widgets,” and select “Message.”

Entitle the new script, edit the message text, and click Next.

The second step is to configure the conditions for displaying the message.

Select “Add condition” and find “URL of the current page” in the drop-down list.

 

Select the value type “contains” and enter a unique prefix or subdomain that defines the language.

The selected message will be shown on all website pages, the URL containing the /ru part.

For example, you can combine several scenarios: show a message to those who stay on /ru pages for more than 15 seconds. Read more about script settings in our article.

After you have finished setting up, double-check the terms and click “Save.”

Setting up multilingual pop-ups is the same. In the pop-up targeting settings, add the language identifier using the condition “URL of the current page.” If there is more than one condition, make sure to select the fulfillment of each condition. We also recommend removing cookies and browser cache.

Browser language script

If you use cookies or browser settings to select your preferred language, use the Browser Language script to set up a multilingual live chat.

Go to the “Website messages” section, click “Add pop-ups or widgets,” and select “Message.”

Name the new script, edit the message text and click Next.

The second step is to configure the conditions for displaying the message.

Select “Add condition” and find “Browser language” in the drop-down list.

Select the value type “equal” if you want to show the message only to users with a specific browser language, or “not equal” to show the message to all site visitors except those with a specific language in their browser.

For example, to create a welcome message only for the Russian-speaking audience, select “equals” and “ru.” 

A total of 13 languages ​​are available.

You can combine scripts: for example, show a message to users who use a Russian-speaking browser and have spent more than 20 seconds on the site, or combine scripts by browser language and URL. Read more about script settings in the article.

After you have finished setting up, double-check the terms and click “Save.”

Setting up multilingual pop-ups also happens. Add a language identifier using the “Browser language” condition in the pop-up targeting settings. If there are two or more conditions, make sure to select the fulfillment of each condition; we also recommend clearing cookies and browser cache.

If you need help, advice, or hints, reach us at support@13chats.com or in the chat on the website — we will help you set up the multilanguage of the live chat and pop-ups in your project.

Suppose you have separate large projects and support teams that process chats in different languages ​​not in a single stream. In that case, we recommend creating two separate projects within one account (for example, separately for the Russian and English versions of the website) and switching between them.

Updated: 17.11.2021

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