We assume that all customer interactions are handled via an integration or SFTP. If that is not the case, please talk to the Agent Connect team before starting the multi-language process.To take advantage of multi-language, here are the things you'll need to do the following:1. Add Language Code to Your Integration.If you are using one of Agent Connect's turnkey integrations with Zendesk, Salesforce, Freshdesk, Kustomer, Desk or SFTP, please search the Help Center for articles related to that integration source. This article is intended for those clients sending survey requests to our API endpoint programmatically through a manually set up integration.If you are auto-triggering Agent Connect requests from another system, you will need to update the JSON payload to include a language field as shown below:

• Add language field: Language field value should match the ISO 639-1 standard and may include an optional ISO 3166-1 country code for localized language. (ie. "en" for English, "fr-ca" for French as spoken in Canada). Localized support will be limited in the first launch of multi-language, but Agent Connect will automatically fall back to "fr" if you pass in "fr-ca" and the localized language isn't yet supported or setup.​A full list of supported language codes can be found in ​Supported languages: Feature matrix and ID codes.

• Optional standardized country field: If you know the country that the customer has contacted you, you should include that. It can be helpful in reporting and will allow for further customization in the future. Country will now be required to be in 2 character ISO-3166 alpha-2 format (ie: "DE" for Germany and "CN" for China). This will often be the same as the country code used to localize, but could differ- for example, if a Spanish interaction is had with a customer in the US.

New request payload sample:

{   "employee": {     "email": "jeremy@blancapeak.com"},   "customer": {      "email": "simone@example.com",     "name": "Simone"},   "channel": "chat",  "language": "en-gb",  "country": "gb" }

​2. Confirm Your Translations for Each Language.For each supported language, Medallia has defined system terminology- including reward labels and button names- and established default wording for the Agent Connect requests. You can choose to use these settings (click here to see some of our default translations: French, Spanish, Italian, Dutch and German) or to customize your Connect requests.If you choose to translate yourself, you'll just need to send us the wording that you wish to use for each supported language. Your Client Services team will provide the format.3. Test Run-through.Branding: We will provide links to feedback requests in each language so that you can confirm that everything looks as expected.Auto-triggering: The test API key you have used in the past with your integration source can be used by your development team to confirm that auto-triggering is working as expected before going live.4. Moving to Production.Auto-triggering: The production API key you have used in the past can be used with your integration source once your development team have confirmed that auto-triggering is working as expected.