The widget or the AI uses the wrong language
Olvio shows the widget, suggested questions and answers in the language of the storefront page, as long as your plan serves that language. If something appears in an unexpected language, find what you see below.
How Olvio picks the language
For each page, Olvio uses the language your Shopify storefront shows on that page. When the page address starts with /en/, /fr/, /de/, /es/, /it/ or /pt/, that code is used. Olvio doesn't use the shopper's browser language or location.
Olvio then compares this language with the languages your plan serves:
If your plan serves it, the widget text, suggested questions, chat answers and the Olvio Advisor (Growth and Scale) use that language.
If it doesn't, they use your store's default language.
On a page in a language Olvio doesn't support, such as Albanian, the widget text still uses your default language, but suggested questions and the Olvio Advisor's replies are in English, and chat answers start in English, if your widget serves English. The languages Olvio supports are listed in the next section.
There are a few other exceptions, described below.
Starter serves your default language only. Growth serves your default language plus one other language. Scale serves every published language Olvio supports, unless you unchecked every language while on Growth. See Multi-language: choose which languages your widget serves.
The widget uses your default language on a translated page
This is expected when your plan doesn't serve the page's language. For example, on Starter with French as your default language, shoppers on your English pages see the widget text and suggested questions in French. The AI replies in English as soon as the shopper writes in English. It answers in French when the shopper's messages aren't clearly in another language, for example when they click one of the French suggested questions or only send a short reply such as ok.
To serve that language, check the following:
Your plan. Starter serves only your default language. To serve more, move to Growth or Scale. See Compare Starter, Growth, and Scale plans.
Your second language on Growth. In the Olvio admin, open Appearance, click the Advanced tab and find the Languages card. If another language is already checked, uncheck it first: while one language is checked, the other boxes are unavailable. Then check the language you want and click Save in the save bar. The boxes appear when your store publishes at least one other language Olvio supports. If every box is unchecked, the widget serves your default language only, even after a move to Scale. If you never saved a choice, Olvio picked one of your published languages for you.
The language is published in Shopify. Olvio only serves languages published under Settings → Languages in your Shopify admin.
Olvio supports the language. Olvio can serve English, French, German, Spanish, Italian, Portuguese, Dutch, Swedish, Danish, Finnish, Polish, Czech, Japanese, Korean, Chinese, Arabic, Turkish and Russian. Other languages can't be served on any plan. Your default language always counts as one of your served languages. If it isn't in this list, the built-in widget text is in English wherever it would use your default language. When your widget also serves English, suggested questions on your default-language pages are in English and the AI starts in English there.
If you're on Scale, the language is published and in the list above, and the widget still serves only your default language, contact us. See Contact us and support hours.
If you'd rather not show the widget on pages in languages it doesn't serve, check Hide the widget on languages Olvio doesn’t cover in the Languages card and click Save. The product page widget and the Olvio Advisor then don't appear on those pages. They still show in the Shopify theme editor, so you can keep editing your theme.
Without this setting, a page in a language Olvio doesn't support can show a mix of your default language and English.
Your store's default language is wrong
Olvio uses the default language set in Shopify. You can't change it from the Olvio admin.
To change your default language, go to Settings → Languages in your Shopify admin, click the menu icon next to your current default language, select Change default, choose the language and click Save. Shopify deletes the existing translations for the language you switch to, so read Shopify's guide to languages first.
When you change your default language, or publish, unpublish or remove a language, Olvio picks up the change automatically.
The AI answers in another language
In the product page chat, the AI starts in the language Olvio chose for the page. If a shopper writes a message clearly in another language, the AI switches to that language and keeps using it unless the shopper switches again. This works on every plan, even for languages your plan doesn't serve. This is intended, so shoppers get answers in the language they write in.
Suggested questions don't follow this switch. They stay in the language Olvio chose for the page.
The Olvio Advisor writes in the language Olvio chose for the page. The label of the chip you link to is sent as the shopper's first message, exactly as you wrote it. See Turn on the Olvio Advisor and add Advisor links to your store.
Olvio reads your store pages, blog articles and policies in your default language. The AI still answers in the conversation's language, so you don't need translated pages for it to answer shoppers in other languages. See How Olvio reads your store pages, blog articles and policies.
Some widget text is in your default language or English
The built-in widget text, such as the question field placeholder and the AI disclaimer, exists in English, French, German, Spanish, Italian and Portuguese. On a served language outside these six, for example Dutch on Scale, this text uses your default language if it's one of the six, and English otherwise. Answers and suggested questions still use the page's language.
Product cards in the chat work differently. Their labels, such as Add to cart and Sold out, and their price format follow the page's language, even on a language your plan doesn't serve. On languages outside the six, card labels are in English. Product names on cards come from your catalog, in your default language. See Show product cards and let shoppers add to cart from the chat.
The Expert name or Hook question isn't translated
You edit the Expert name and Hook question on Widget → Product Detail Page.
If you keep the default text, shoppers see it in the language of the widget text.
On Starter, text you write yourself shows exactly as you typed it, on every page. Write it in your default language.
On Growth and Scale, Olvio translates your text into your served languages among the six above when you save. This needs a saved Anthropic API key. If no key is saved or the translation fails, shoppers keep seeing the last translated version of your text, or your text as you typed it if it was never translated. If an earlier translation exists, saving other changes doesn't update it. Once your key works, change the Expert name or Hook question and click Save. To keep the same wording, change it and click Save, then change it back and click Save again. Both saves use your API key, and shoppers see the temporary wording until the second save. See Connect your Anthropic (Claude) API key.
If a language was added after your last save, save any change on the Appearance page and Olvio translates your text into it. On Growth, checking a new language and clicking Save does this in the same step. When you upgrade to a plan that serves more languages, Olvio translates your saved text automatically if your API key is saved and one of your served languages among the six has no translation yet. If they all have one, for example from before a move to Starter, Olvio doesn't translate again, and shoppers may see an older Expert name or Hook question. To fix it, change the text and click Save, as described above. See Change the widget expert name, hook question, and avatar.
Your own suggested questions aren't translated
Write your own suggested questions on the Questions page in your store's default language. On Starter, shoppers see them as you wrote them. On Growth and Scale, Olvio translates them for shoppers on your other served languages, using your Anthropic API key. If a translation fails, shoppers on that language see your original text until the product's questions are next refreshed. See Customize the suggested questions on your product pages.
You changed a setting but still see the old language
Changes in the Languages card apply only after you click Save in the save bar. A Changes saved message confirms it.
A shopper who recently viewed a product page in the same browser may keep seeing its previous suggested questions for a few more minutes, and one last time on their next view after that. To check a change, open the product page in a private browsing window.
For other storefront delays, see My Appearance changes don't show on the storefront.
The Olvio admin is in the wrong language
The Olvio admin follows the language of your Shopify account, not your storefront. Your storefront languages don't depend on it. See Change the language of the Olvio admin.