A multilingual WhatsApp chatbot for Malayalam, Arabic and Hindi.
A multilingual WhatsApp chatbot reads each customer's message, typed or spoken, and replies in that customer's language from one set of knowledge and one set of rules. Cloodot's AI agent replies in Malayalam, Arabic, Hindi, Urdu and English, plus three European languages, matches whichever one the customer uses, and can answer a voice note with a voice note.
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ഈ ഓഫർ ദുബായിലും ഉണ്ടോ?
A Malayalam voice note from Kochi, an Arabic message from Riyadh and a Hindi question from Dubai, each answered in the language it arrived in.
Voice note in, voice note back
Shown right-to-left in the inbox
Text reply from the same knowledge base
Why one-language bots fail in India and the Gulf
In Kerala, a customer may start in English, switch to Malayalam halfway through, and send the last question as a voice note because typing Malayalam on a phone keyboard is slow. In the Gulf, one storefront hears Arabic from Emirati and Saudi customers, Malayalam, Hindi and Urdu from expatriate families, and English from everyone else. A chatbot that only works in English quietly turns most of those people away.
The usual fixes create new problems. A language menu ("Reply 1 for English, 2 for العربية") gets skipped, answered wrongly, or never seen because the chat opened from an ad. A separate bot per language means every answer is maintained three or four times, and the versions drift apart within a month.
WhatsApp adds its own layer. Message templates are approved per language, so a reminder or offer you send outside the 24-hour customer service window needs a version in each language you use, and each customer should get the one in the language they actually write in.
How the multilingual WhatsApp chatbot works in Cloodot
On the persona's Languages setting you choose which languages the agent replies in: English, Arabic, Hindi, Urdu, Spanish, French, German and Malayalam. The agent understands messages in any language. On each turn it detects the customer's dominant language and replies in it if it's on your list. If it can't tell, it uses the first language you listed; if the customer writes in one you didn't choose, it answers in one you did.
Voice notes count as messages. The agent listens to the customer's audio and answers what was said. Turn on Voice replies and it answers a voice message with a voice note, spoken in the language the customer used. The setting sits on the persona, with a switch for the whole workspace, and a reply too long for the voice cap goes out as text instead, so nobody is left without an answer.
Your facts live in one place. The Knowledge Base and FAQs are searched by meaning, and the agent writes its answer in the customer's language, so a returns policy you wrote in English can be explained in Arabic or Malayalam. Test each language in the playground, and add the words customers really use, local product names or area names, where they differ from yours.
For your team, Arabic messages display right-to-left in the inbox, and any message can be translated into a teammate's own language without replacing the original. When the agent hands a conversation over, the note the customer receives is in their language.
What Cloodot does here
Reply languages per persona
Pick the languages the agent may answer in, and put your default first. One persona covers every language you choose.
Voice notes in, voice notes out
The agent understands audio messages, and with Voice replies on it answers in a voice note in the customer's language.
Message translation in the inbox
A teammate who doesn't read Arabic or Malayalam can translate any message into their own language, with the original kept above it.
Explore Unified inboxTemplates in each language
Every WhatsApp template has a language. Submit a version for each language you send in, and Meta reviews each one.
Language-aware routing
Write "Arabic" or "Malayalam" in a teammate's Expertise notes, and Auto (AI) assignment, on the Growth plan and above, can send a handover to someone who speaks it.
Where the limits are
- Eight reply languages, not every language. Customers writing in Tamil, Kannada, Telugu, Bengali or Tagalog will be understood, but answered in one of the languages you selected, usually English. If many of your customers write in one of those, route them to a teammate who speaks it.
- Romanized text needs testing. Many customers type Malayalam or Hindi in English letters, and some Arabic speakers do the same. Run real samples through the playground, and say in your Instructions which script you want replies in.
- Templates aren't translated for you. Each language version of a template is written and submitted separately, and approval can take a day or two per version.
Set up a multilingual WhatsApp chatbot
5 steps
Choose reply languages
In Intelligence → Agent, open the Persona tab and select Languages. Put the language most of your customers use first; it's the fallback when a message is ambiguous.
Write your knowledge once
Add policies, prices and FAQs in the language your team writes best. Add the local names customers use for products and places.
Turn on Voice replies
Enable Voice replies on the persona, and check that voice replies aren't switched off for the whole workspace.
Create templates per language
In Settings → Presets → WhatsApp Templates, create each reminder or offer in every language you send, choosing the Language field for each version.
Route handovers by language
Give teams descriptions such as "Arabic-speaking support for Saudi and UAE customers", or add languages to teammates' Expertise notes for Auto (AI) assignment.
Questions teams ask
Can a WhatsApp chatbot reply in Malayalam?
Yes. Malayalam is one of the eight languages Cloodot's AI agent can reply in, alongside English, Arabic, Hindi, Urdu, Spanish, French and German. Select it on the persona's Languages setting. The agent then replies in Malayalam whenever that's the customer's dominant language, and can answer a Malayalam voice note with one if Voice replies is on.
How does the chatbot decide which language to reply in?
On every message it detects the customer's dominant language. If that language is on your list, it replies in it, so a customer who switches from English to Arabic mid-chat gets Arabic back. If the language is unclear, it uses the first language on your list; if it isn't one you selected, it replies in one you did.
Can it understand WhatsApp voice notes?
Yes. The agent listens to the customer's voice message and answers what was said, in text by default. With Voice replies turned on, it answers a voice message with a voice note in the language the customer used. If the answer is too long for a voice note, it's sent as text.
Do I need a separate knowledge base for each language?
No. The agent searches one Knowledge Base by meaning and writes its answer in the customer's language. Keep your facts in whichever language your team maintains best. Do test the important answers in each language in the playground, and add local terms where customers use a different word than you do.
What about customers who type Hindi or Malayalam in English letters?
It's common, and it's the case to test first. Send real examples through the playground before you deploy, and use your Instructions to say whether replies should come back in the native script or in English letters. Check the results again after any change to the persona.
Do WhatsApp templates need to be translated?
Yes. Templates are approved per language, so each version is written and submitted separately, and Meta reviews every one. Replies inside the 24-hour customer service window don't need templates at all; the agent answers those freely in the customer's language.
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