Languages

Fibly supports three languages: Polish, English, and German. You can enable one, two, or all three for your bot. Every enabled language works end to end:

• the bot answers customers in that language,
• the chat widget's buttons and labels are translated,
• emails to your customers use translated templates,
• the Fibly dashboard itself is available in all three languages (each team member picks their own in their user profile).

Enabling languages

Languages are managed in the Languages section of the Bot settings tab. Changing them requires the Admin or Manager role.

1. Click Add language and pick Polish, English, or German.
2. Fill in the content that is set per language: the welcome message and the brand description. Each language has its own version of both.
3. Mark one language as the Default language with Set as default. Every new conversation starts in the default language unless your website says otherwise (see Multilingual websites below).
4. Click Save.

To turn a language off, click Remove next to it.

If a language is missing something, Fibly shows a " is incomplete" warning listing what is missing. This is not an error: the bot falls back to the default language's welcome message, brand description, or knowledge base articles. Customers will, however, see that content in the default language, so it is worth filling it in.

Tip: when you first set up Fibly, the onboarding wizard asks you to choose your bot's language. That choice becomes your default language; you can add more languages later.

How the bot chooses the reply language

1. A conversation starts in one language: the language set in your website's embed code or, if none is set, your default language.
2. The bot detects the customer's language. If the customer writes in a different language that you have enabled, the bot switches to it and keeps it for the rest of the conversation.
3. Very short messages don't trigger a switch. A greeting like "hi", an emoji, or a number is too short to recognize a language, so the bot keeps the current one.

Example: your default language is Polish and you have also enabled English. A customer opens the chat and writes "Do you ship to the UK?". The bot recognizes English, switches, and replies in English from then on.

Languages you haven't enabled

The bot only replies in languages enabled for your account. If a customer writes in a language you haven't enabled, or one Fibly doesn't support (e.g. Spanish or French), the bot does not switch and keeps replying in the conversation's current language, usually your default language.

So if you serve German-speaking customers, add German in the Languages section. If you need a language other than Polish, English, or German, write to us at kontakt@fibly.pl.

Knowledge base in several languages

Each knowledge base has a language, set with the Language field in Manage knowledge base. A new knowledge base gets your default language.

When answering, the bot searches only the articles in the conversation's language. Fibly does not translate articles. In practice:

• If you have a knowledge base in the conversation's language, the bot answers from it, and only from it.
• If you have no knowledge base in that language at all, the bot falls back to the articles in your default language and answers in the customer's language based on them. This works, but answers are usually less precise than ones based on articles written in the customer's language.

Tip: when you enable another language, give it its own knowledge base with the same content (a translated copy is fine). Even a small or partial knowledge base in that language completely replaces the default-language one in those conversations, so the bot will not find answers that exist only in your default language.

The chat widget

The widget texts you can edit (the button text and window title, and the welcome notification) are set separately for each language. In the widget settings, use the Editing language switch to choose which language version you are editing.

The widget's built-in labels (buttons, input placeholder, system messages) are translated automatically. Visitors can also change the widget's interface language with the language switcher in the chat header. The switcher changes only the widget's labels, not the language the bot replies in.

Multilingual websites

If your website has separate language versions (e.g. /pl/ and /en/, or example.pl and example.de), tell the widget which language each version is in. Add the data-fibly-language attribute to the embed code, with the value pl, en, or de:

<!-- English version of your site -->
<script async src="https://cdn.fibly.io/widget/fibly-widget.js" data-fibly-language="en"></script>

On pages with this attribute, both the widget's interface and every new conversation start in that language. Without it, the widget starts in your default language.

The attribute should name a language you have enabled. If it names one you haven't, the conversation starts in your default language.

Other channels

Conversations on WhatsApp, Messenger, Instagram, and email follow the same rules: they start in your default language and the bot switches if the customer writes in another language you have enabled.

Custom tools

If you use custom webhook tools, you can write each tool's description in every supported language. The English description is required; any language left empty falls back to English.

Limitations

• The bot switches language at most once per conversation. If the customer changes language again later, the bot stays with the language it switched to first.
• Emails to customers (e.g. email address verification or the message sent when a conversation is handed over to a person) use your default language, not the language of the conversation. The same applies to the message a customer gets when nobody from your team picks up the conversation in time.