# Customer Support

Part of the HebrewCore documentation. Web: https://hc.itsbaba.com/docs#solution-support · Whole docs: https://hc.itsbaba.com/docs.md · Index: https://hc.itsbaba.com/llms.txt

Support assistants, macros and agent replies in the customer's language, with the assistant's voice and the customer's gender right, and every amount, date and order number unchanged.

## What to Use

| Need | Use |
| --- | --- |
| Know the customer's language | `/v1/detect` on the incoming message. Brands and product names inside it do not change the result. |
| Translate the reply | `/v1/translate` with protection at `quality: "fast"` for live chat, `balanced` for email. |
| Gendered Hebrew and Russian | `speaker_gender` for the assistant (`я нашла`, `מצאתי`) and `listener_gender` for the customer. |
| Customer names and personal data | `redact_terms`: kept exactly and never shown to the model. |
| Plan and feature names | [Account terms](https://hc.itsbaba.com/docs#terms). |

## Example

```http
POST /v1/translate
{
  "text": "Hi Olga, your refund of €45.00 for order #B-20931 was issued on 12/05/2026. I could not find any other open requests.",
  "source_lang": "en",
  "target_lang": "ru",
  "redact_terms": ["Olga"],
  "speaker_gender": "female",
  "listener_gender": "female",
  "date_order": "DMY",
  "quality": "fast"
}

{
  "translation": {
    "text": "Здравствуйте, Olga! Возврат средств в размере €45.00 по заказу #B-20931 был оформлен 12 мая 2026 г. Я не нашла других открытых запросов.",
    "lang": "ru", "dir": "ltr",
    "protection": {
      "status": "ok",
      "spans": [
        { "type": "number", "value": "€45.00" },
        { "type": "identifier", "value": "B-20931" },
        { "type": "date", "value": "12/05/2026", "render": "12 мая 2026 г.", "ambiguous_date": true }
      ],
      …
    }
  }
}
```

## Pitfalls

- **Unknown gender.** Leave `listener_gender` unset rather than guessing; Hebrew then uses neutral forms where it can.
- **Ambiguous dates.** `12/05/2026` is May 12 or December 5. Set `date_order` to match where the date came from.
- **Fallback sentences.** When a sentence returns `status: "fallback"`, show it in the source language or rephrase; never retranslate it without the checks.