> Customer guide for Velaro Messaging (V27). Help Center article: Set Up Visitor Language and Routing. Page: Settings, Language and Routing at /language-routing.

What it does

Velaro picks a language for every visitor, then translates a message only when the visitor language differs from the agent language. Everything is off by default, and existing sites keep their current behavior until an admin changes an option.

How the visitor language is decided

Default for every existing site (unchanged), in order: the team pin, then the contact's stored language. If neither is set the message goes out as written.

Only when a site turns on Offer an English chip (this also turns on country first; there is no separate "Country default beats browser" setting), the order is:

1. The visitor's own chip answer (per conversation).

2. The team pin.

3. The contact's stored language, only if the visitor ticked Remember my choice or it is not the bare default "en".

4. The country default: the team override, then the site override, then the built-in table.

The browser language (say this plainly when asked)

The browser language is NOT used to choose the translation language. It is only used by routing rules that match on the browser language. A visitor in Spain with an English browser, on a site with the English chip turned on, starts in Spanish (Spain) and can tap English to switch. The chip choice applies to that conversation only; it changes the contact's saved language only if the visitor ticks Remember my choice. SMS and WhatsApp have no chip.

What each toggle does

• Offer an English chip (off by default): shows the chip and turns on the country first order.
• Country defaults (empty by default): the country to language table; team entries beat site entries, which beat the built-in table.
• Default agent language (English by default): what agents read. A team can set its own, and an agent can switch inside one conversation.

Where to find it

Settings, Language and Routing (route /language-routing). The team language panel sets a preferred agent language and country overrides per team. The Language setup wizard button sits next to Quick setup on the Rules screen. The older Language Setup wizard (/language-setup) still exists. To send a customer to the page, use the Moshky navigation tool with /language-routing.

The Language setup wizard

It asks plain questions and recommends the minimal, most used setup, which mirrors v11: the visitor language pinned per group, agents read their own language, and a line translated only when its language differs from the target. Chip and country first are off and the agent language is English. Answering every question with its default changes nothing.

Preview shows the changes and a conditions chart (country by browser by chip by translation provider up or down). Test mode previews only. Apply needs a note. It never overwrites an existing non default value unless the admin ticks it. Rollback puts a value back only if it still holds what the wizard wrote; a value changed afterwards is left alone and listed as changed since, and a second rollback of the same run is refused. The answers history is kept, so you can enter a customer's answers and keep them.

Unknown country

A country condition in a routing rule has If the country is unknown:

• Pass (default for existing rules): a visitor whose country cannot be detected matches the rule.
• Do not match: they do not.

For rules that send visitors to a specific country's team, tell the admin to open the rule in the rule editor and set If the country is unknown to Do not match. The routing wizard sets Do not match only for rules it creates, not for existing rules.

Fallbacks

• Translation fails, the provider is down or the language is unsupported: the original text is sent to the visitor, and the transcript gets an internal note for the agent, "[Language] message sent untranslated: reason." It is not shown to visitors.
• Every language decision is written to the transcript as an internal note, for example "[Language] visitor es-ES via team-pin.", and to the audit trail. Read these first to explain a visitor's language.

Plans and reports

Live translation depends on the plan (see your plan). Usage is tracked, not limited. Do not quote numbers or prices. For visitors by country, use the existing Performance by Country report.

Moshky tools

There are no dedicated Moshky read or write tools for the language settings yet. Explain the options and send the admin to the page. Do not claim to have changed a language setting.