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Protodesk has separate language choices for workspace defaults, your private work with Evelin, customer replies, and public Help Center content. Changing one does not automatically translate the others.

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Set the workspace default language

An owner or admin can change the shared default:
  1. Open Settings → Language & Locale.
  2. Under Default Language, choose a language from Popular languages or All languages.
  3. Select Save changes.
  4. Reopen the page to check the saved selection.
The workspace default is the fallback for supported private Evelin review languages when a teammate has not chosen a personal language. If a configured language is not supported for that AI workflow, the fallback is English. A language appearing in the settings list is not a guarantee that every AI operation supports it. This preference does not translate the dashboard interface or rewrite previously generated answers, customer messages, or published articles.

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Choose your own Evelin language

  1. Open Settings → Account.
  2. Find AI assistance → Evelin language.
  3. Choose a supported language, or Use workspace default to inherit the workspace preference.
  4. Select Save changes.
Your personal selection takes precedence over the workspace default for private answers and draft reviews. It does not change other teammates’ preferences. Generate a new result when checking the new language; an old result is not automatically rewritten.

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Keep customer reply language separate

Private review text helps you understand a draft. It is not the same as the reply intended for the customer. Customer-facing drafts use the customer’s language unless the applicable reply settings or your explicit draft-language choice specify another language. Choosing English for your private Evelin language does not mean every customer should receive English replies. Before sending, check the actual composer text, recipient, and reply language. Using a suggested or translated reply inserts text for you to review; it does not replace that final check. See Use Evelin to prepare customer replies.

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Auto-translate inbound messages: current limitation

The Language & Locale page includes Auto-translate inbound messages and describes automatic translation. The preference can be saved, but automatic inbound translation is not currently established in the active delivery path. Do not rely on the switch to translate every new message. Use the translation action available in your conversation workflow when needed, and review the result. If a translation is missing or fails, record the visible error and contact support; repeatedly toggling the workspace preference is not a guaranteed fix.

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Help Center languages and timezones

Public Help Center languages are managed separately in Help Center settings. Each article translation needs its own content and publication state. Changing the workspace default does not publish translations or change the public site’s default language for you. Language & Locale is also not the business-hours timezone control. Configure business hours and their timezone in Settings → General. Language choices do not change SLA schedules or convert existing timestamps into a new schedule.

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Troubleshoot the result

  • Private Evelin output uses the wrong language: check your personal Evelin language first, then the workspace default, and generate a new result.
  • Save is rejected: workspace language settings require owner or admin access. Your personal Evelin language is managed under Account.
  • Customer reply differs from the review translation: check the customer-facing draft language; the two outputs intentionally serve different audiences.
  • Public article stays in its original language: manage its translation and publication in Help Center, not in workspace language settings.
  • Inbound messages remain untranslated: the automatic-translation switch is not a guarantee of active translation delivery. Use the available manual workflow or contact support.