Language detection in Issues is a proprietary AI feature by Helpshift designed to automatically tag incoming issues with the most accurate language. This ensures seamless localization, efficient agent assignment, and accurate language-based analytics. It is particularly useful for platforms where setting the language explicitly is not an option, such as email, web contact forms, and social platforms.

Helpshift’s language detection feature leverages a supervised learning model that identifies the language based on the user's first message. The model supports 176 languages, with 96 languages available for detection regardless of text length. For shorter text, the remaining 80 languages require a minimum text threshold.

Enabling Language Detection in Issues (only for old domains)

To enable Language Detection for Issues in Helpshift:

  1. Navigate to Settings in the Helpshift dashboard.
  2. Select Issue Language under WORKFLOWS.
  3. The Issue Language page will appear with toggle buttons (visible only to old domains).
     
  4. Enable the toggle for the required platforms:
    • Email Issues
    • Web Contact Us Issues
    • HS-API Issues
    • Discord Issues
  5. Once enabled, Helpshift will detect the language of incoming issues based on the user’s first message.

Note: Language detection in Issues is enabled by default for new customers. If customers wish to disable it for their domain, they must contact the support team.

How Language Detection in Issues Work?

  • For Email and Web Contact Issues, if a language is detected, it is tagged to the issue. If no language is detected, the issue language is marked as 'Not Available.' If no language is detected for the Web Support Portal, it falls back to the portal language.
  • For HS-API Issues, if the developer has set a language, it takes priority. Otherwise, the detected language is applied. If no language is detected, the issue is marked as 'Not Available.'
  • For old domains, customers can enable or disable language detection per platform.
  • Helpshift ensures that the detected language can be used for all features, including Analytics, Smart Views, Advanced Search, NIA, and TimBA.

Note: The Issue language is updated automatically with the detected language.