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Hello Genesys Community,

I am seeking clarification on the most streamlined way to support a multilingual Agent Copilot (English and Spanish) for a single queue.

I am currently seeing a warning: "Action required change language to configure Knowledge Base, NLU and Rules Engine."

My Current Setup & Goal:

• I have a single queue that receives both English and Spanish interactions.

• I have one Agent Copilot configuration assigned to this queue.

• Within the Copilot "General" settings, I have added both English and Spanish as active languages.

My Specific Questions:

1. Knowledge Base Multi-Language Support: Can a single Knowledge Base (V2) support both English and Spanish articles for Copilot? If so, how do I enable the second language within that specific Knowledge Base so that Copilot recognizes it?

2. Article Mapping: If I have one Knowledge Base linked directly to the Copilot, will Copilot automatically "switch" to the Spanish version of an article if the interaction is identified as Spanish?

3. The Warning Alert: My Copilot configuration shows a warning regarding the Knowledge Base and NLU language. Does this imply that the Knowledge Base must have a matching language defined for every "Active Language" in the Copilot settings?

4. Single KB vs. Multiple KBs: If a Knowledge Base is strictly single-language, and Copilot only allows the selection of one Knowledge Base, how is a single-queue, multi-language Copilot intended to be configured without using "Knowledge Configurations"?

I want to ensure my "Language Chain" is correctly synced from the Knowledge Base level up to the Queue assignment.

Thank you for any technical guidance!

#Integrations
#PlatformSDK

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Rogelio Gutierrez
Software Engineer
IHG ® Hotels & Resorts
------------------------------

Hi Rogelio,

Instructions can be found here: https://help.genesys.cloud/articles/work-with-multi-language-agent-copilot/ . I've added commented on your questions below.

1. Knowledge Base Multi-Language Support: Can a single Knowledge Base (V2) support both English and Spanish articles for Copilot? If so, how do I enable the second language within that specific Knowledge Base so that Copilot recognizes it?

No, you need to select a KB per language that you have added

1. Article Mapping: If I have one Knowledge Base linked directly to the Copilot, will Copilot automatically "switch" to the Spanish version of an article if the interaction is identified as Spanish?

No, you need to select a KB per language that you have added

1. The Warning Alert: My Copilot configuration shows a warning regarding the Knowledge Base and NLU language. Does this imply that the Knowledge Base must have a matching language defined for every "Active Language" in the Copilot settings?

This warning to to ensure you set up your KB and NLU, if in use, in the specific language you want to use them

1. Single KB vs. Multiple KBs: If a Knowledge Base is strictly single-language, and Copilot only allows the selection of one Knowledge Base, how is a single-queue, multi-language Copilot intended to be configured without using "Knowledge Configurations"?

When you add on more than 1 language to your Agent Copilot settings, on the top right you can change which language you want to set up for. When you do this, you can select a second KB to match the second language and soforth.

Amanda

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Amanda Halpin
Principal Product Manager, Knowledge @ Genesys
------------------------------

Hi Amanda,

This is exactly what I was looking for, thank you! I had missed the language dropdown in the top-right corner of the Copilot configuration. I appreciate the help.

------------------------------
Rogelio Gutierrez
Software Engineer
IHG ® Hotels & Resorts
------------------------------

Original Message:
Sent: 03-03-2026 04:42
From: Amanda Halpin
Subject: Support for Multilingual Agent Copilot using a Single Knowledge Base and Queue

Hi Rogelio,

Instructions can be found here: https://help.genesys.cloud/articles/work-with-multi-language-agent-copilot/ . I've added commented on your questions below.

1. Knowledge Base Multi-Language Support: Can a single Knowledge Base (V2) support both English and Spanish articles for Copilot? If so, how do I enable the second language within that specific Knowledge Base so that Copilot recognizes it?

No, you need to select a KB per language that you have added

1. Article Mapping: If I have one Knowledge Base linked directly to the Copilot, will Copilot automatically "switch" to the Spanish version of an article if the interaction is identified as Spanish?

No, you need to select a KB per language that you have added

1. The Warning Alert: My Copilot configuration shows a warning regarding the Knowledge Base and NLU language. Does this imply that the Knowledge Base must have a matching language defined for every "Active Language" in the Copilot settings?

This warning to to ensure you set up your KB and NLU, if in use, in the specific language you want to use them

1. Single KB vs. Multiple KBs: If a Knowledge Base is strictly single-language, and Copilot only allows the selection of one Knowledge Base, how is a single-queue, multi-language Copilot intended to be configured without using "Knowledge Configurations"?

When you add on more than 1 language to your Agent Copilot settings, on the top right you can change which language you want to set up for. When you do this, you can select a second KB to match the second language and soforth.

Amanda

------------------------------
Amanda Halpin
Principal Product Manager, Knowledge @ Genesys
------------------------------

You're welcome Rogelio.

It was one of the last features I worked on before I moved onto Knowledge as Principal Product Manager so it's one that close to my heart :)

Amanda

------------------------------
Amanda Halpin
Principal Product Manager, Knowledge @ Genesys
------------------------------

Original Message:
Sent: 03-03-2026 14:38
From: Rogelio Gutierrez
Subject: Support for Multilingual Agent Copilot using a Single Knowledge Base and Queue

Hi Amanda,

This is exactly what I was looking for, thank you! I had missed the language dropdown in the top-right corner of the Copilot configuration. I appreciate the help.

------------------------------
Rogelio Gutierrez
Software Engineer
IHG ® Hotels & Resorts
------------------------------


Original Message:
Sent: 03-03-2026 04:42
From: Amanda Halpin
Subject: Support for Multilingual Agent Copilot using a Single Knowledge Base and Queue

Hi Rogelio,

Instructions can be found here: https://help.genesys.cloud/articles/work-with-multi-language-agent-copilot/ . I've added commented on your questions below.

1. Knowledge Base Multi-Language Support: Can a single Knowledge Base (V2) support both English and Spanish articles for Copilot? If so, how do I enable the second language within that specific Knowledge Base so that Copilot recognizes it?

No, you need to select a KB per language that you have added

1. Article Mapping: If I have one Knowledge Base linked directly to the Copilot, will Copilot automatically "switch" to the Spanish version of an article if the interaction is identified as Spanish?

No, you need to select a KB per language that you have added

1. The Warning Alert: My Copilot configuration shows a warning regarding the Knowledge Base and NLU language. Does this imply that the Knowledge Base must have a matching language defined for every "Active Language" in the Copilot settings?

This warning to to ensure you set up your KB and NLU, if in use, in the specific language you want to use them

1. Single KB vs. Multiple KBs: If a Knowledge Base is strictly single-language, and Copilot only allows the selection of one Knowledge Base, how is a single-queue, multi-language Copilot intended to be configured without using "Knowledge Configurations"?

When you add on more than 1 language to your Agent Copilot settings, on the top right you can change which language you want to set up for. When you do this, you can select a second KB to match the second language and soforth.

Amanda

------------------------------
Amanda Halpin
Principal Product Manager, Knowledge @ Genesys