Multilingual WhatsApp replies in the customer’s language
Multilingual WhatsApp replies: the AI reads the language from recent messages and writes in it; a single "ok" does not switch it, and your knowledge base stays.
At midnight a German message drops into WhatsApp: "Wie viel kostet eine Haartransplantation?" Then an Arabic price question, then an English question about room availability. If nobody on the team speaks three languages, these messages wait until morning, and in the morning they often go to another business. This post explains how inTusell gives multilingual customer replies, how it decides the language and where it stops.
Quick answer
In inTusell the AI replies in the customer’s language. The language is decided in code from recent messages; a single "ok" does not switch it. Turkish, English, German, Arabic, French, Spanish and Russian are recognized in chat. Your knowledge base can stay in Turkish; fixed system messages go in Turkish or English, and phone voice AI speaks Turkish.
What are multilingual customer replies?
Multilingual customer replies mean answering customers who write in different languages on the same channel, in their own language, without a separate account, number or translator. In inTusell this is not a separate module; it is a language rule that runs in every conversation.
inTusell is an AI sales assistant and CRM that answers messages on WhatsApp, Instagram and web chat, books appointments and opens orders, and follows each customer through the sales pipeline; it is not a simple chatbot. A conversation with a foreign customer moves through the same inbox, the same pipeline and the same knowledge base.
Who is it for?
- Hair transplant, dental and aesthetic clinics that receive patients from abroad (health tourism)
- Hotels and tour agencies hosting foreign guests
- E-commerce brands selling abroad
- Real estate offices showing homes to foreign buyers
- Education providers writing to international students or parents
How is the language decided?
The language decision is not left to the model; it is made in code. That way the primary model and the backup model apply the same decision:
- Each customer message gives a signal or it does not. Messages shorter than three words that are ambiguous ("ok", "hi", "no", "price", 👍) do not count.
- Strong signals: the Arabic or Cyrillic alphabet, letters specific to Turkish (ğ, ı, ş). Turkish typed without Turkish letters is recognized too: "siparis istiyorum abi" counts as Turkish.
- If the last message gives a strong signal, that language is chosen. If the customer switched language, the AI switches too.
- Otherwise the majority of the last six customer messages decides. If there is none, the language saved on the contact is used, and failing that, the business’s language.
- The saved contact language does not change easily. It takes at least two strong signals in the new language; one English word does not turn a Turkish customer into an "English speaker" for good.
| The customer writes | The AI |
|---|---|
| "Hello, do you have a room for two on Friday?" | Replies in English |
| "مرحبا، كم سعر زراعة الشعر؟" | Replies in Arabic |
| "ok" (earlier messages in Turkish) | Continues in Turkish |
| "fiyat ne kadar abi" (no Turkish letters) | Replies in Turkish |
The knowledge base can stay in one language
You do not need to upload your knowledge base in every language. A treatment description, room list or shipping policy uploaded in Turkish is explained in English to a customer who asks in English. The rule is the same: the AI says only what the source says; it does not make up a price or a duration while translating either.
When quoting an international customer, the currency matters too. Quotes can be prepared in TRY, USD, EUR and GBP, and the rate is frozen at quote time. In health tourism, the patient’s arrival date, length of stay, companion and visa status are written to the travel plan card as they come up in the chat.
Fixed messages and limits
Replies the AI writes itself are in the customer’s language. Some messages are fixed texts prepared in two languages:
| Message | Language |
|---|---|
| The AI’s replies in the conversation | The customer’s language |
| Appointment reminder | Turkish to Turkish speakers, English to everyone else |
| Required questions such as missing details or the phone number | Turkish to Turkish speakers, English to everyone else |
| Tour and stay payment messages | Turkish, English or Arabic |
| Voice AI on the phone | Turkish today |
In the "Tailored to your business" sector, the first follow-up and reminder sentences you write are used only in Turkish conversations; English conversations get the standard text.
What to check during setup
- Check the language setting. The "Language" field in My business › Instructions › AI Settings is your business’s default language; if a customer writes in another language, the AI replies in that language.
- Keep the knowledge base complete. The quality of the translation depends on the quality of the source: state prices, durations and conditions clearly.
- Ask in a few languages in AI Test. On My business › Instructions › AI Test, write one question in English and one in Arabic and check the answers.
- Leave sensitive topics to the team. A medical assessment, a legal opinion or a personal negotiation is handed to your team in any language; the handoff lands on the Decisions page with the full conversation history.
What it isn’t
- It is not a translation app. It does not translate messages for you to read; it runs the sales conversation with the customer in that language.
- It does not recognize every language. Seven languages are recognized in chat; if someone writes in an unrecognized language, the contact’s saved language or your business language is used.
- It is not a multilingual voice switchboard. On the phone the voice AI speaks Turkish today.
Frequently asked questions
Which language does the AI reply in to a foreign customer?
In the language the customer writes in. The language is decided in code from the customer’s recent messages; in chat, Turkish, English, German, Arabic, French, Spanish and Russian are recognized. If the customer switches language, the AI switches too.
Does the conversation switch to English when the customer writes "ok" or "hi"?
No. Messages shorter than three words that are ambiguous ("ok", "hi", "no", "price", 👍) do not count as a language signal. The language saved on the contact also changes only after at least two strong signals in the new language.
Do I need to upload my knowledge base in every language?
No. Your knowledge base can stay in Turkish; the AI takes the facts from it and writes in the customer’s language. It gives prices, durations and policies only as far as the source says, and does not add facts in the name of translation.
Which language do reminders and system messages use?
Fixed texts (appointment reminders, some required questions) go in Turkish to Turkish-speaking customers and in English to everyone else. Tour and stay payment messages also have an Arabic text. Replies the AI writes itself are in the customer’s language.
Does the voice AI speak other languages?
On the phone the standard voice AI speaks Turkish today. Multilingual replies apply to chat channels: WhatsApp, Instagram, Telegram and web chat.
Can I quote a foreign customer in their own currency?
Yes. Quotes can be prepared in TRY, USD, EUR and GBP; the rate is frozen at quote time, so the price you gave stays fixed for that quote even if the exchange rate moves.
Next step
If you work with customers from abroad, have a look at your sector’s post: health tourism operations, hair transplant consultation automation and hotel room reservation automation. Sector setups are on the solutions page and plan details on the pricing page.
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