Glossary
The Glossary is a dedicated configuration tool that ensures your AI Agent uses the right vocabulary across regions and languages. By defining a glossary, you guarantee consistent translations, preserve brand-specific terminology, and prevent misunderstandings caused by automatic translation tools. This is especially useful when your knowledge base is authored in one language but your customers interact in another. The Glossary ensures key phrases are either never translated or always translated in a specific, approved way.
Key Information
- The Glossary feature is available per Region, within the Localisation panel.
- You can add specific translation via a UI or upload a CSV file that defines the glossary for a specific Region.
- The glossary applies to all languages defined for that Region:
- A single CSV file serves as the source for you translations.
- Each new Region is added as a new column.
- Glossary terms allow you to:
- Keep certain terms in their original form (e.g., product names, policy references).
- Define controlled translations for specific terms (e.g., industry jargon).
- A CSV template is available to download directly in the panel, making it easy to follow the correct format.
Access to Glossary may vary depending on your environment and configuration. Some capabilities may need to be enabled for your account. If you don’t see a feature described in this documentation, please reach out to your Customer Success Manager for assistance with activation.
CSV Structure Example
| Phrase in Knowledge | Phrase in Hungarian |
|---|---|
| Anti-Money Laundering - AML | Pénzmosás-megelőzés (AML) |
| Zowie Wallet | Zowie Wallet |
Using the Glossary in Practice
1. Prepare Your Glossary File
Download the provided CSV template from the Localisation panel.
- Enter the phrases exactly as they appear in your Knowledge base in the first column.
- Add translations (or leave them blank if the phrase should remain unchanged) in the corresponding language columns.
- Save your file as CSV.
2. Upload Your Glossary
- Navigate to Localisation → Regions.
- Select the Region where you want to define the glossary.
- Upload your prepared CSV file.
Once uploaded, the glossary automatically applies during translations in that Region.
3. Manage Glossary Updates
- If you need to update translations, simply adjust your CSV and re-upload it.
- You can replace or expand existing terms.
- Always keep one master glossary file per Region to ensure consistency.
Best Practices for Glossary Management
- Be precise – Make sure phrases in your CSV exactly match how they appear in your Knowledge base. Even small differences (extra spaces, punctuation) can affect recognition.
- Keep product names intact – Add brand, product, and feature names to the glossary to ensure they remain consistent across languages.
- Centralize updates – Maintain a single source file per Region and language set. This avoids duplicates or conflicting entries.
- Validate after upload – Test customer-facing interactions to confirm your glossary terms are applied correctly.
- Plan for new languages – When adding a new language to your system, update the same CSV by adding an additional column rather than creating a separate file.
Troubleshooting
- My glossary doesn’t apply to translations
- Check if the phrase in Knowledge matches exactly with what’s defined in your CSV.
- I can’t see the Glossary option in Localisation
- This feature is enabled per request. Contact your Customer Success Manager if you need access.
- I want to reset my glossary
- Upload a blank CSV or remove glossary entries from your existing file.