Reference · built on requestOperator by FibricCustomer support

Language Routing

Detects the language of an inbound conversation and reads who speaks it. Proposes the assignment, or a translated draft for review.

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About

A message in Portuguese sits in the queue until someone notices it is not Spanish. Language Routing reads the language the help desk detected on the first message, or detects it when the help desk did not, and reads who on the team can answer in it: the skills set in the help desk, a language field in the HR system, or membership of a directory group.

It proposes the assignment to an agent or group with that language. When nobody is on, it proposes a translated draft as an internal note for a reviewer to check before anything is sent. A lead approves. The record shows the language found, the skill source, and the assignment.

This is a reference listing. It documents what Fibric would read from Language Routing and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • The language field on a Gorgias ticket, detected from the first messages, and the customer's preferred language and timezone
  • The requester's locale on the Zendesk user record, a BCP-47 tag, and the ticket's first comment when the locale is unset
  • Skills in Zendesk skill-based routing: attributes, their values, and which agents hold them
  • A language field on the employee record in BambooHR, read by field id or alias
  • Membership of language groups in Okta or Microsoft Entra ID, read as direct members
  • Conversations in Kustomer and their assigned teams, when Kustomer is the help desk

Proposed actions

  • Target capability: propose assigning the ticket to an agent or group that holds the language, with the source of that skill named
  • Target capability: propose setting the language skill on the Zendesk ticket, so routing carries the requirement
  • Target capability: propose a translated draft as an internal note, marked for review, when no speaker is on shift
  • Target capability: propose updating the requester's locale on the user record when it is blank or wrong
  • Target capability: propose a macro in the customer's language in Gorgias when one exists with that language code

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Route by the language Gorgias detected

    A Gorgias ticket carries language pt. The operator reads which agents hold Portuguese in BambooHR and proposes assignment to the one on shift. A lead approves; the ticket is assigned once.

    With Gorgias, BambooHR

  • Set the skill, let Zendesk route

    The requester's locale is de. The operator proposes setting the German skill on the Zendesk ticket so skill-based routing offers it to agents who hold that value.

    With Zendesk

  • Use the directory as the skill list

    Language groups exist in Microsoft Entra ID. The operator reads direct members of the French group and proposes assignment in Kustomer to a member who is online.

    With Microsoft Entra ID, Kustomer

  • Draft in the customer's language when nobody is on

    No Japanese speaker is on shift in Okta's group. The operator proposes a translated draft as an internal note in Zendesk, marked for review by the next speaker on.

    With Okta, Zendesk

Requirements

  • A support connector with assignment access: Zendesk, Gorgias, or Kustomer
  • A source of who speaks what: Zendesk skills, a BambooHR field, or a group in Okta or Microsoft Entra ID
  • For Zendesk skills, a plan that includes skill-based routing
  • A reviewer who reads each translated draft before it is sent
Authentication
Runs on the credentials of the help desk, HR, and directory connectors you attach. It holds no key of its own and assigns nothing unapproved.

Limits

  • Gorgias detects language on the first messages and does not change it afterward. A customer who switches language mid-thread is not re-detected
  • Zendesk skill-based routing needs an Enterprise plan. Without it, assignment is proposed by group
  • A directory group says who is in it, not how fluent. Membership is read as direct, not nested
  • A translated draft is for review. It is never sent without a person reading it

Access and pricing

Reference listing. Fibric builds the operator under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Language Routing ↗

Questions and answers

What does a lead approve before a ticket is assigned?
The language found, the agent or group proposed, and where the skill came from. The lead can pick another agent or decline. Approval assigns the ticket once. A translated draft is approved separately, by the reviewer who reads it.
What record is left?
An internal note on the ticket: the language detected and by what, the skill source, the agent or group before and after, who approved, and when. If a draft was proposed, the note records that it was reviewed before sending, and by whom.
Does it send translated replies on its own?
No. A translation is posted as an internal note, not a reply. A person who reads the language checks it and sends it. Assignment changes are also proposals; nothing is reassigned until a lead approves.
Ask about Language Routing

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This operator is developed, published, and supported by Fibric. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy