Translations

Translate your Help Center into every language you support with AI — manual edits are protected from re-translation.

OpenCX translates Help Center articles, category names, and descriptions automatically into every language you enable. Manual edits are tracked so the AI never overwrites your polish.

The primary language is fixed at the moment you create the Help Center and can’t be changed later. Pick the language most of your authors write in — everything else translates from it.

Set up languages

1. Open Languages settings

   Go to Help Center → Settings → Languages. The primary language is shown at the top, read-only.

2. Enable additional languages

   Toggle on each language you want translated. Translation jobs queue immediately for all existing articles and categories.

3. Wait for translations to finish

   Jobs run in the background. Article rows show per-language status (Not started, In progress, Translated, Manual). First batch can take minutes to hours depending on how many articles you have.

When translations run

Automatic translation in Help Center → Settings → Languages decides when an article written in the primary language is translated into the others:

Setting	What happens
When an article is published	The default. Translations are produced from the version readers see. Nothing translates while you draft.
Never	Nothing translates automatically — you write every translation yourself.

Whatever the setting, these also trigger translation:

• New language enabled — jobs queue for every existing article and category.
• Category created or renamed — the name and description translate right away.
• Manual re-translate — click Re-translate from source on any translation to force a fresh run.

Translations regenerate for every language except those marked manual.

Translation glossary

The glossary keeps terminology consistent across languages. Every translation prompt includes your glossary, so product names, acronyms, and branded phrases come out the way you intend.

1. Open Translations settings

   Go to Help Center → Settings → Translations.

2. Add a glossary entry

   Click + Add term.

   Field	What to write
   Term	The word or phrase in your primary language. Max 200 characters.
   Translation note	A short instruction for the translator — e.g. “Keep as ‘Dashboard’ in every language” or “Translate literally, don’t localize”. Max 1000 characters.

3. Save

   Glossary entries apply on the next translation job. To backfill, run Re-translate from source on the articles you care about.

Protect manual translations

When you edit a translated article or category by hand, OpenCX marks it as Manual. Auto-translation will never overwrite a manual entry — even on republish or source change.

• Force a re-translate — use Re-translate from source (the ⋮ menu while viewing the translation) to overwrite a manual translation explicitly. The hand-written text stays in the version history, and the language follows the source again afterwards. The confirmation dialog calls out the manual flag so you don’t lose edits by accident.

Manual translations don’t block source updates. You can keep editing the English article; only the translation you marked manual stays frozen.

Good to know

Per-language publish state

Each translation publishes independently. You can ship the English update today and wait on the French translation tomorrow — neither blocks the other.

Translated articles also train the AI

The AI retrieves content in the language the conversation is happening in. Publishing the French translation adds that language to the training index for French conversations. An article written in a language other than your Help Center’s primary one trains the AI from the moment it is published, in the language it was written in; once its primary-language translation is live, the AI uses that.

Category names translate too

Enable a new language and category names and descriptions translate alongside articles. Glossary rules apply here the same way.

Opening a language that is still translating

The sidebar and the language menu show Translating… while a translation is being written. You can open it anyway: a banner says so, and the text appears in place when it is ready. Anything you type in the meantime is kept as your draft.

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Related Documentation

Articles

Write the primary-language content translations derive from.

Categories

Categories translate automatically alongside articles.

Help Center overview

Everything the Help Center does.