Starter · Part of Knowledge Management

Bilingual EN / FR articles

Planned

Each language version is its own row in a translation group — separate state machine, owner, reviewer, expiry, and version history per locale. FTS, ranking, and the client portal switch between English and French configs by caller preference.

Standard Greeting Protocol detail with the Translations panel — the EN article (locale=en) is published, and a French sibling ("Protocole de salutation standard — appels entrants") lives in the same translation_group_id with its own state, owner, and version chain. The Translate button on the header spins up siblings in a different locale; source-content edits flag siblings' translation_stale_at; publishing the sibling clears it. The client portal automatically serves the locale that matches the caller's preferred_language.

For the operator

Knowledge ops picks a locale at create time, then uses the Translate button on the detail page to spin up the sibling row. The editor sees a Translations panel showing both EN and FR siblings with state, owner, and a stale flag when the canonical sibling has moved. Search results respect the agent's language preference; the client portal does the same.

Business impact

Language-of-work compliance is non-negotiable for Quebec-based operations and increasingly expected across the rest of Canada. Bilingual content as a structural feature — not a parallel system — avoids the dual-database cost, keeps audit posture defensible to francophone-jurisdiction labour boards, and lets the BPO promise both languages on Day 1 of a new client engagement.

Edit, archive, and revoke articles

search_vector + embedding columns on knowledge_articles

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