Question: How do I make my AI agent (Messaging widget) share reference links to the same Zendesk Help Center locale the user is currently in?
Problem: It looks like the Messaging widget only uses the Help Center's default locale when sharing reference links to its generated answers. It does not seem to care which Help Center locale the user is currently on while interacting with the widget.
Here is my setup:
- The Messaging widget is paired with an AI agent.
- The AI agent is configured to generate a reply based on relevant help center content.
- The Messaging widget is embedded in its own Zendesk Help Center (same brand).
- The Help Center has English (en-us) and Japanese (ja-jp) locales.
- Both locales contain the same articles translated in their appropriate language.
- Help center authentication for messaging EAP is enabled in this Zendesk Help Center, so users can only obtain answers from articles they have permission to access.
Here are my scenarios:
- If the user is on the English locale and types a question in Japanese, the widget answers in Japanese but the reference link leads to an English (en-us) article.
- If the user is on the Japanese locale and types a question in Japanese, the widget answers in Japanese but the reference link is still an English (en-us) article.
- If the user is on the Japanese locale and types a question in English, the answer and the reference link are both in English (en-us).
It looks like the Messaging widget does not care which Help Center locale the user is on, it only checks the user's language from their interaction.
If this is the case then the Messaging widget has reduced efficiency when used in non-default Help Center locales.
It would help if the reference links are based on the user's current locale or language used, or at least remove the locale from the URL so the user is routed to their most relevant locale/language when they click on the link.
Thank you for taking the time to share such a detailed explanation of your setup and for outlining the locale behavior so clearly — this is extremely helpful feedback.
You’re correct that, at the moment, the Messaging widget and AI agent reference links rely on your Help Center’s default locale when generating answers that include article links. The agent determines the most relevant content based on the language of the user’s message, but the shared article URLs default to the primary Help Center locale, rather than dynamically adjusting to the user’s active locale or the Help Center they’re currently browsing.
We completely understand how this can create inconsistency and confusion — especially for multilingual Help Centers where the same content exists in multiple translated versions. Having article links that reflect the end user’s locale (or reroute automatically to the appropriate translation) would certainly enhance both user experience and the accuracy of localized AI replies.
I’ve shared this feedback directly with our product team to review as part of the ongoing improvements to AI and multilingual support in Messaging. While we don’t have a confirmed timeline for dynamic locale handling in shared links, your use case — and the examples you’ve provided — will help inform those discussions.
In the meantime, one partial workaround is to include a language parameter in your Help Center article URLs (for example, ?locale=ja), which can help direct users to the correct translation when constructing or training your AI references manually.
We really appreciate you bringing this up and providing such a clear real-world example — it helps guide our next iterations in making Messaging more intuitive for global teams.