Managing Translations on AgentDesk

Audience: CC Admins

Use this guide to configure which languages AgentDesk supports and to customize the text agents see — menu names, button labels, and system messages.

What is this feature?

AgentDesk can be used in multiple languages. Unified Admin provides two related pages under AgentDesk:

These pages work together:

1. Languages — turn languages on for your organization.

2. Translations — provide or customize the text for those languages.

Who can use it?

You need access to the AgentDesk section in Unified Admin.

If you do not see Save, Import, or editable fields, your account has view-only access. Contact your administrator to request manage permission for AgentDesk settings.

How to open the feature

1. Log in to Unified Admin.

2. In the left sidebar, expand AgentDesk.

3. Select Languages or Translations.

Figure 1 — AgentDesk menu with Languages and Translations

Languages page

The Languages page controls which languages appear in AgentDesk and which language is used by default.

Figure 2 — Languages settings page

Fields explained

Add a supported language

1. Open AgentDesk → Languages.

2. Click Supported Languages and check the language(s) you want to add.

Figure 3 — Selecting supported languages

1. If needed, change Default Language.

2. Click Save.

3. Go to AgentDesk → Translations to provide or review translated text for the new language if you want to customize labels.

Tips

• You cannot deselect all languages. At least one must stay enabled.

• If you remove the current default language, the system automatically picks another supported language as the new default.

• If you leave the page with unsaved changes, you are asked to confirm before discarding them.

Available languages

English, French, Spanish, Italian, German, Arabic, Bulgarian, Urdu, Swahili, and Norwegian can be enabled from the Supported Languages list.

Translations page

The Translations page lists every text label used in AgentDesk. You can edit values per language, search for specific labels, and use bulk import/export for larger updates.

Figure 4 — Translations page with the English language selected

What you can change

• Menu names and navigation labels

• Button labels

• System messages and notifications (for example, "Agent Logged Out Successfully")

Toolbar overview

Edit a single translation

1. Open AgentDesk → Translations.

2. Use the language dropdown in the column header to pick a language.

Figure 5 — Switching the language being edited

1. Optionally type in Search keys or labels... to find a label.

Figure 6 — Searching for a label and showing translation keys

1. Click a row and edit the text.

2. Click Save to publish.

Modified rows are highlighted. An unsaved changes indicator appears in the toolbar until you save or discard.

Figure 7 — A modified row with the unsaved changes indicator

Keyboard shortcuts

• Enter — Move to the next row.

• Shift + Enter — Insert a new line within the same field.

These are the currently supported editing shortcuts for translation fields.

First-time setup (no translations yet)

If no translation data exists yet, you see an empty state with an Import translations button. You can:

• Import a translation file directly, or

• Add supported languages on the Languages page first, then return to Translations.

Import and Export (bulk updates)

Use Export and Import when you need to update many labels at once — for example, when working with an external translator.

Export translations

1. Select the language to export using the column header dropdown.

2. Click Export.

3. Choose JSON, CSV, or Excel.

Figure 8 — Export format options

1. Edit the downloaded file offline. CSV or Excel is recommended for translators.

Import translations

1. Click Import.

2. Select a file (.json, .csv, .xlsx, or .xls).

3. Review the imported values in the table.

4. Click Save to publish.

Important: Import loads values into the editor but does not publish them automatically. You must click Save.

File naming for new languages

When importing a language that does not exist yet, name the file with the language locale code. AgentDesk uses ISO 639-1 two-letter language codes for supported languages.

CSV and Excel format

Your file must include these columns:

Example CSV/Excel row:

Import rules

• You can only edit existing keys. You cannot add new keys through the UI.

• Imported files must match the required key structure exactly.

• If keys are missing or extra, a validation message appears and Save is blocked until the issue is fixed.

Compare mode

Use Compare when you want to align a new translation with a reference language (for example, English vs French).

Figure 9 — Side-by-side language comparison

1. Click Compare.

2. Use the dropdown in each column to pick the reference language and the language you are editing.

3. Edit either side as needed.

4. Click Save to publish all unsaved edits visible in Compare mode. If you edited both columns, changes to both languages are saved; if you edited only one column, only that language is changed.

5. Click Close comparison to return to single-language view.

Default translation (read-only)

The Default translation view shows the factory-default text for each language. Use it as a reference before editing or restoring.

Figure 10 — Read-only default translation view

The Default translation info banner is shown on the Translations page when factory-default translations are available for the selected language and you are viewing editable translations. If you do not see the banner, confirm that translation data has been loaded for the language and that you are not already in the default translation view.

1. On the Translations page, click Default translation in the info banner at the top.

2. Switch language using the column header dropdown.

3. Optionally click Export to download the default text.

4. Click Close default translations to return to edit mode.

Restore to default

Use Restore to default to undo all customizations for a language and revert to factory defaults.

1. Select the language to restore.

2. Click Restore to default.

3. Confirm in the dialog.

Figure 11 — Restore to default confirmation

Changes take effect immediately after you confirm. You do not need to click Save separately for a restore.

Validation messages

If an imported file does not match the required structure, a red banner appears at the top of the page.

Figure 12 — Validation error banner

Click View details to open a report showing missing keys, extra keys, or structure mismatches.

Figure 13 — Detailed validation report

Fix the issues in your file and import again, or adjust values in the table, before Save becomes available.

Tips

• You cannot deselect all languages. At least one must stay enabled.

• AgentDesk uses English as the fallback language when a translation key is missing in the selected language.

• Import loads values into the editor but does not publish them automatically. You must click Save.

• Use Compare when aligning a new translation with a reference language.

• CSV or Excel export is best when working with external translators.

Troubleshooting / FAQ

Why is Save disabled?

• You have not made any changes yet, or

• There are validation errors (missing keys, extra keys, or structure mismatch). Click View details on the banner to see what needs fixing.

I imported a file but AgentDesk did not change

Import loads values into the editor only. Click Save to publish changes to AgentDesk.

I do not see Import or Save

Your account has view-only access. Ask your administrator for manage permission on AgentDesk settings.

Can I add a new translation key?

No. Translation keys are predefined by the system. If a label is missing, contact your platform team.

What file format should translators use?

1. Export the language as CSV or Excel.

2. Translate the Translation column.

3. Import the updated file.

4. Click Save.

What languages are available?

English, French, Spanish, Italian, German, Arabic, Bulgarian, Urdu, Swahili, and Norwegian. Enable the ones you need on the Languages page.

I removed a language by mistake

Re-add it on the Languages page and click Save. Then check Translations — you may need to import or restore translation data for that language.

What happens to customized translations when a language is disabled?

Disabling a language removes it from the active language list in AgentDesk but does not delete translation keys from the system. If the language is re-enabled later, review the Translations page to confirm whether previous customizations are still available. If the values are missing or outdated, import the saved translation file again or restore the language to default.

Unsaved changes warning when leaving the page

If you navigate away with unsaved edits, Unified Admin asks whether to discard your changes. Click Discard to leave without saving, or go back and click Save.

Quick reference

Last updated: July 2026