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Knowledge translations let the guide answer with an approved locale-specific version of a Knowledge article. Puntego does not machine-translate or invent the content: an owner or admin supplies each translation and deliberately moves it through review and publication.

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Create and publish a translation

  1. Open Knowledge → Articles and expand an article workspace.
  2. Open Translations, select Add translation, and enter a BCP-47 locale such as es, es-MX, or fr-CA.
  3. Enter the translated title, answer, and optional search aliases. Puntego derives the bounded search summary from that answer.
  4. Save the draft, then submit it for review.
  5. An owner or admin approves it or requests changes with a review note.
  6. Publish the approved revision.
Approval and publication are separate, audited actions. The same person may author and review a translation, but Puntego records that identity rather than implying independent review. Every edit and workflow transition appends an immutable revision.
Publishing never happens automatically. Verify product terminology, legal meaning, links, and locale-specific requirements before approval.

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Keep a live version while editing

Once published, the approved revision remains live while a newer draft is edited or reviewed. If the source article changes after a translation was created, the workspace marks both the current draft and the live publication as stale where applicable. Stale content is not silently rewritten or replaced, and a stale draft cannot enter review or be published until it is updated against a newer source revision. Archiving removes the translation from visitor retrieval. Restoring an archive creates a draft and deliberately clears its old live pointer, so it must be reviewed and published again before visitors receive it. Deleting the source article or workspace also deletes its translation projection and immutable translation revisions.

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Locale selection and fallback

For guide requests, Puntego reads the visitor’s preferred locale from the request Accept-Language header and canonicalizes it as a BCP-47 tag. Retrieval uses this order:
  1. Exact locale, such as es-MX.
  2. Base language, such as es.
  3. The published source article.
Search results identify the requested locale, actual content locale, and fallback reason. Puntego does not claim that a source-article fallback is in the visitor’s language because a source article’s language may be unknown.

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API workflow

Translation routes are nested beneath the source article:
Mutations require a workspace owner or admin, use optimistic baseRevision checks, reject unknown fields, and are rate and payload limited. Publishing without an approved review fails closed. Translation content and review history are included in the workspace operational export. They follow the source article’s tenant isolation and deletion lifecycle. Each source article supports up to 32 locale variants. The detail API and workspace show the newest 100 immutable revisions for a locale; the operational export includes the retained revision rows without that display-page limit.

Manage Knowledge sources

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