diff --git a/internal/ai/runtime/graphs/analyze_conversation_graph.go b/internal/ai/runtime/graphs/analyze_conversation_graph.go
index 2691bec..7890434 100644
--- a/internal/ai/runtime/graphs/analyze_conversation_graph.go
+++ b/internal/ai/runtime/graphs/analyze_conversation_graph.go
@@ -183,13 +183,13 @@ func recommendNextAction(intent string, signals []string, input AnalyzeConversat
 func recommendQuestions(intent string, signals []string, input AnalyzeConversationInput) []string {
 	questions := make([]string, 0, 3)
 	if containsSignal(signals, "ticket_expected") && strings.TrimSpace(input.ObservedIssue) == "" {
-		questions = append(questions, "请进一步确认用户遇到的具体问题现象、报错信息和期望处理结果。")
+		questions = append(questions, "Please confirm the specific issue, error message, and expected outcome.")
 	}
 	if containsSignal(signals, "handoff_requested") {
-		questions = append(questions, "请确认用户是否明确要求人工客服，以及当前问题为何需要人工继续处理。")
+		questions = append(questions, "Please confirm whether the user explicitly requested human support and why the issue needs human handling.")
 	}
 	if intent == "complaint" {
-		questions = append(questions, "请确认投诉点、影响范围和用户当前最希望解决的事项。")
+		questions = append(questions, "Please confirm the complaint, impact, and the user's most important desired outcome.")
 	}
 	return questions
 }
diff --git a/internal/ai/runtime/graphs/create_ticket_graph.go b/internal/ai/runtime/graphs/create_ticket_graph.go
index 8ac6078..dd9d8ab 100644
--- a/internal/ai/runtime/graphs/create_ticket_graph.go
+++ b/internal/ai/runtime/graphs/create_ticket_graph.go
@@ -89,7 +89,7 @@ func (g *CreateTicketGraph) Run(ctx context.Context, argumentsInJSON string) (st
 			Handled:     true,
 			Terminal:    true,
 			Action:      "ticket_created",
-			ReplyText:   fmt.Sprintf("工单已创建，工单号：%s，标题：%s。", strings.TrimSpace(item.TicketNo), strings.TrimSpace(item.Title)),
+			ReplyText:   fmt.Sprintf("Ticket created. Ticket no: %s. Title: %s.", strings.TrimSpace(item.TicketNo), strings.TrimSpace(item.Title)),
 			ShouldRetry: false,
 		}), nil
 	case ConfirmationDecisionCancel:
@@ -134,7 +134,7 @@ func (g *CreateTicketGraph) buildCreateRequest(argumentsInJSON string) (request.
 }
 
 func (g *CreateTicketGraph) buildConfirmationPrompt(req request.CreateTicketFromConversationRequest) string {
-	return fmt.Sprintf("我准备为你创建工单。\n标题：%s\n描述：%s\n请直接回复“确认”或“取消”。",
+	return fmt.Sprintf("I am ready to create a ticket for you.\nTitle: %s\nDescription: %s\nPlease reply with \"Confirm\" or \"Cancel\".",
 		strings.TrimSpace(req.Title), strings.TrimSpace(req.Description))
 }
 
diff --git a/internal/ai/runtime/graphs/handoff_graph.go b/internal/ai/runtime/graphs/handoff_graph.go
index 9f0cdef..8ffc3f0 100644
--- a/internal/ai/runtime/graphs/handoff_graph.go
+++ b/internal/ai/runtime/graphs/handoff_graph.go
@@ -122,7 +122,7 @@ func (g *HandoffGraph) Run(ctx context.Context, argumentsInJSON string) (string,
 }
 
 func (g *HandoffGraph) buildReason(argumentsInJSON string) (string, error) {
-	reason := "用户需要转人工支持"
+	reason := "The user needs human support."
 	var args handoffGraphArgs
 	if strings.TrimSpace(argumentsInJSON) != "" {
 		if err := json.Unmarshal([]byte(argumentsInJSON), &args); err != nil {
@@ -136,7 +136,7 @@ func (g *HandoffGraph) buildReason(argumentsInJSON string) (string, error) {
 }
 
 func (g *HandoffGraph) buildConfirmationPrompt(reason string) string {
-	return fmt.Sprintf("我准备为你转接人工客服。\n原因：%s\n请直接回复“确认”或“取消”。", strings.TrimSpace(reason))
+	return fmt.Sprintf("I am ready to connect you to a human support agent.\nReason: %s\nPlease reply with \"Confirm\" or \"Cancel\".", strings.TrimSpace(reason))
 }
 
 func parseHandoffDecision(value string) ConfirmationDecision {
diff --git a/internal/ai/runtime/graphs/hitl.go b/internal/ai/runtime/graphs/hitl.go
index ec2d086..143c7a9 100644
--- a/internal/ai/runtime/graphs/hitl.go
+++ b/internal/ai/runtime/graphs/hitl.go
@@ -5,11 +5,11 @@ import "strings"
 const (
 	InterruptTypeTicketCreationConfirmation = "ticket_creation_confirmation"
 	InterruptTypeHandoffConfirmation        = "handoff_confirmation"
-	ConfirmOrCancelPrompt                   = "请回复“确认”或“取消”。"
-	NeedExplicitConfirmationPrompt          = "我需要你的明确确认，请直接回复“确认”或“取消”。"
-	ConfirmationExpiredReply                = "本次确认已失效，请重新发起。"
-	CancelCreateTicketReply                 = "已取消本次工单创建。"
-	CancelHandoffReply                      = "已取消本次转人工。"
+	ConfirmOrCancelPrompt                   = `Please reply with "Confirm" or "Cancel".`
+	NeedExplicitConfirmationPrompt          = `I need your explicit confirmation. Please reply with "Confirm" or "Cancel".`
+	ConfirmationExpiredReply                = "This confirmation has expired. Please start again."
+	CancelCreateTicketReply                 = "Ticket creation has been cancelled."
+	CancelHandoffReply                      = "Human handoff has been cancelled."
 )
 
 type ConfirmationDecision string
@@ -24,13 +24,13 @@ func ParseConfirmationDecision(value string) ConfirmationDecision {
 	if value == "" {
 		return ""
 	}
-	confirmWords := []string{"确认", "是", "好的", "可以", "ok", "yes", "继续", "同意"}
+	confirmWords := []string{"确认", "是", "好的", "可以", "ok", "yes", "continue", "confirm", "继续", "同意"}
 	for _, item := range confirmWords {
 		if strings.Contains(value, item) {
 			return ConfirmationDecisionConfirm
 		}
 	}
-	cancelWords := []string{"取消", "不用", "不需要", "算了", "no"}
+	cancelWords := []string{"取消", "不用", "不需要", "算了", "no", "cancel"}
 	for _, item := range cancelWords {
 		if strings.Contains(value, item) {
 			return ConfirmationDecisionCancel
@@ -41,5 +41,8 @@ func ParseConfirmationDecision(value string) ConfirmationDecision {
 
 func IsCancellationReply(replyText string) bool {
 	replyText = strings.TrimSpace(replyText)
-	return strings.Contains(replyText, CancelCreateTicketReply) || strings.Contains(replyText, CancelHandoffReply)
+	return strings.Contains(replyText, CancelCreateTicketReply) ||
+		strings.Contains(replyText, CancelHandoffReply) ||
+		strings.Contains(replyText, "已取消本次工单创建。") ||
+		strings.Contains(replyText, "已取消本次转人工。")
 }
diff --git a/internal/ai/runtime/graphs/prepare_ticket_draft_graph.go b/internal/ai/runtime/graphs/prepare_ticket_draft_graph.go
index 6ee2e60..049619c 100644
--- a/internal/ai/runtime/graphs/prepare_ticket_draft_graph.go
+++ b/internal/ai/runtime/graphs/prepare_ticket_draft_graph.go
@@ -78,11 +78,11 @@ func buildPrepareTicketDraftResult(conversation models.Conversation, messages []
 	result.Description = buildDraftDescription(conversation, messages, input)
 	if strings.TrimSpace(result.Title) == "" {
 		result.MissingFields = append(result.MissingFields, "title")
-		result.FollowUpQuestions = append(result.FollowUpQuestions, "请补充一个简洁的工单标题，明确概括用户遇到的问题。")
+		result.FollowUpQuestions = append(result.FollowUpQuestions, "Please provide a concise ticket title that clearly summarizes the issue.")
 	}
 	if !hasSufficientIssueContext(input, result.Description) {
 		result.MissingFields = append(result.MissingFields, "issue")
-		result.FollowUpQuestions = append(result.FollowUpQuestions, "请补充具体问题现象、报错信息或用户诉求，以便整理成工单。")
+		result.FollowUpQuestions = append(result.FollowUpQuestions, "Please provide the specific issue, error message, or request so I can prepare the ticket.")
 	}
 	result.Ready = result.Title != "" && result.Description != "" && len(result.MissingFields) == 0
 	return result
@@ -107,22 +107,22 @@ func buildDraftDescription(conversation models.Conversation, messages []models.M
 	}
 	parts := make([]string, 0, 6)
 	if input.Issue != "" {
-		parts = append(parts, "问题现象："+input.Issue)
+		parts = append(parts, "Issue: "+input.Issue)
 	}
 	if input.Impact != "" {
-		parts = append(parts, "影响范围："+input.Impact)
+		parts = append(parts, "Impact: "+input.Impact)
 	}
 	if input.ExpectedOutcome != "" {
-		parts = append(parts, "用户诉求："+input.ExpectedOutcome)
+		parts = append(parts, "Requested outcome: "+input.ExpectedOutcome)
 	}
 	if input.CurrentAttempt != "" {
-		parts = append(parts, "已尝试处理："+input.CurrentAttempt)
+		parts = append(parts, "Attempts so far: "+input.CurrentAttempt)
 	}
 	if strings.TrimSpace(conversation.LastMessageSummary) != "" {
-		parts = append(parts, "会话摘要："+strings.TrimSpace(conversation.LastMessageSummary))
+		parts = append(parts, "Conversation summary: "+strings.TrimSpace(conversation.LastMessageSummary))
 	}
 	if recent := buildRecentMessageDigest(messages); recent != "" {
-		parts = append(parts, "最近消息："+recent)
+		parts = append(parts, "Recent messages: "+recent)
 	}
 	return strings.TrimSpace(strings.Join(parts, "\n"))
 }
@@ -137,10 +137,10 @@ func hasSufficientIssueContext(input PrepareTicketDraftInput, description string
 func buildConversationFacts(conversation models.Conversation, messages []models.Message) []string {
 	facts := make([]string, 0, 4)
 	if strings.TrimSpace(conversation.LastMessageSummary) != "" {
-		facts = append(facts, "最近摘要："+strings.TrimSpace(conversation.LastMessageSummary))
+		facts = append(facts, "Recent summary: "+strings.TrimSpace(conversation.LastMessageSummary))
 	}
 	if digest := buildRecentMessageDigest(messages); digest != "" {
-		facts = append(facts, "最近消息："+digest)
+		facts = append(facts, "Recent messages: "+digest)
 	}
 	return facts
 }
@@ -163,13 +163,13 @@ func buildRecentMessageDigest(messages []models.Message) string {
 func messageSenderLabel(senderType enums.IMSenderType) string {
 	switch senderType {
 	case enums.IMSenderTypeCustomer:
-		return "用户"
+		return "Customer"
 	case enums.IMSenderTypeAgent:
-		return "客服"
+		return "Agent"
 	case enums.IMSenderTypeAI:
 		return "AI"
 	default:
-		return "消息"
+		return "Message"
 	}
 }
 
diff --git a/internal/ai/runtime/reply_interrupt_helpers.go b/internal/ai/runtime/reply_interrupt_helpers.go
index 7b76d25..1bc9a69 100644
--- a/internal/ai/runtime/reply_interrupt_helpers.go
+++ b/internal/ai/runtime/reply_interrupt_helpers.go
@@ -39,7 +39,7 @@ func buildConversationInterrupt(conversation models.Conversation, message models
 
 func resolveInterruptPrompt(summary *applicationruntime.Summary) string {
 	if summary == nil || len(summary.Interrupts) == 0 {
-		return "请继续补充信息后再试。"
+		return "Please provide more information and try again."
 	}
 	if prompt := extractInterruptMessage(summary.Interrupts[0].InfoPreview); prompt != "" {
 		return prompt
@@ -47,7 +47,7 @@ func resolveInterruptPrompt(summary *applicationruntime.Summary) string {
 	if prompt := strings.TrimSpace(summary.Interrupts[0].InfoPreview); prompt != "" {
 		return prompt
 	}
-	return "请继续补充信息后再试。"
+	return "Please provide more information and try again."
 }
 
 func extractInterruptMessage(infoPreview string) string {
diff --git a/internal/ai/runtime/tools/analyze_conversation_tool.go b/internal/ai/runtime/tools/analyze_conversation_tool.go
index 687951a..dac13a8 100644
--- a/internal/ai/runtime/tools/analyze_conversation_tool.go
+++ b/internal/ai/runtime/tools/analyze_conversation_tool.go
@@ -48,7 +48,7 @@ func (t *AnalyzeConversationTool) Build(ctx registry.Context) (einotool.BaseTool
 func (t *AnalyzeConversationTool) Info(ctx context.Context) (*schema.ToolInfo, error) {
 	return &schema.ToolInfo{
 		Name: toolx.GraphAnalyzeConversation.Name,
-		Desc: "Graph Tool。用于整理当前对话摘要、识别投诉/资金/情绪等风险信号，并给出继续解答、建单或转人工的建议。",
+		Desc: "Graph Tool. Summarizes the current conversation, identifies complaint/payment/sentiment risk signals, and recommends whether to continue answering, create a ticket, or hand off to a human.",
 		ParamsOneOf: schema.NewParamsOneOfByJSONSchema(&einojsonschema.Schema{
 			Version: einojsonschema.Version,
 			Type:    "object",
@@ -57,42 +57,42 @@ func (t *AnalyzeConversationTool) Info(ctx context.Context) (*schema.ToolInfo, e
 					Key: "goal",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "当前分析目标，例如判断是否需要转人工、是否需要建单、是否需要做风险质检。",
+						Description: "Analysis goal, such as whether to hand off to a human, create a ticket, or perform risk review.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "observedIssue",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "当前观察到的主要问题或诉求。",
+						Description: "Main issue or request observed in the conversation.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "needTicket",
 					Value: &einojsonschema.Schema{
 						Type:        "boolean",
-						Description: "是否重点评估建单必要性。",
+						Description: "Whether to focus on evaluating ticket creation.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "needHumanHandoff",
 					Value: &einojsonschema.Schema{
 						Type:        "boolean",
-						Description: "是否重点评估转人工必要性。",
+						Description: "Whether to focus on evaluating human handoff.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "needQualityCheck",
 					Value: &einojsonschema.Schema{
 						Type:        "boolean",
-						Description: "是否重点做风险/质检分析。",
+						Description: "Whether to focus on risk or quality review.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "additionalContext",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "补充上下文，例如你已发现的争议点、投诉点或业务限制。",
+						Description: "Additional context, such as disputes, complaint points, or business constraints already identified.",
 					},
 				},
 			)),
diff --git a/internal/ai/runtime/tools/create_ticket_confirm_tool.go b/internal/ai/runtime/tools/create_ticket_confirm_tool.go
index b1250c4..8b08b8b 100644
--- a/internal/ai/runtime/tools/create_ticket_confirm_tool.go
+++ b/internal/ai/runtime/tools/create_ticket_confirm_tool.go
@@ -52,7 +52,7 @@ func (t *CreateTicketGraphTool) Build(ctx registry.Context) (einotool.BaseTool,
 func (t *CreateTicketGraphTool) Info(ctx context.Context) (*schema.ToolInfo, error) {
 	return &schema.ToolInfo{
 		Name: toolx.GraphCreateTicketConfirm.Name,
-		Desc: "Graph Tool。用于封装建单参数整理、用户确认、真正创建工单和结果返回的确定性流程。仅在用户明确要求建单且标题、描述已整理清楚后调用。",
+		Desc: "Graph Tool. Handles ticket parameter preparation, user confirmation, actual ticket creation, and result return. Use only when the user explicitly asks to create a ticket and the title and description are clear.",
 		ParamsOneOf: schema.NewParamsOneOfByJSONSchema(&einojsonschema.Schema{
 			Version: einojsonschema.Version,
 			Type:    "object",
@@ -65,14 +65,14 @@ func (t *CreateTicketGraphTool) Info(ctx context.Context) (*schema.ToolInfo, err
 					Key: "title",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "工单标题，简洁概括问题。",
+						Description: "Ticket title. Concisely summarizes the issue.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "description",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "工单描述，清晰整理用户问题、现象和诉求。",
+						Description: "Ticket description. Clearly captures the user's issue, symptoms, and request.",
 					},
 				},
 			)),
diff --git a/internal/ai/runtime/tools/handoff_graph_tool.go b/internal/ai/runtime/tools/handoff_graph_tool.go
index e08e725..a13ca79 100644
--- a/internal/ai/runtime/tools/handoff_graph_tool.go
+++ b/internal/ai/runtime/tools/handoff_graph_tool.go
@@ -52,7 +52,7 @@ func (t *HandoffGraphTool) Build(ctx registry.Context) (einotool.BaseTool, error
 func (t *HandoffGraphTool) Info(ctx context.Context) (*schema.ToolInfo, error) {
 	return &schema.ToolInfo{
 		Name: toolx.GraphHandoffConversation.Name,
-		Desc: "Graph Tool。用于封装转人工原因整理、用户确认、真正转人工和结果返回的确定性流程。仅在用户明确要求人工客服，或你已确认必须转人工处理时调用；若结果标记 terminal=true 且 shouldRetry=false，不要重复调用。",
+		Desc: "Graph Tool. Handles handoff reason preparation, user confirmation, actual human handoff, and result return. Use only when the user explicitly asks for a human agent or you have confirmed that human handling is required. Do not repeat the call when the result has terminal=true and shouldRetry=false.",
 		ParamsOneOf: schema.NewParamsOneOfByJSONSchema(&einojsonschema.Schema{
 			Version: einojsonschema.Version,
 			Type:    "object",
@@ -61,7 +61,7 @@ func (t *HandoffGraphTool) Info(ctx context.Context) (*schema.ToolInfo, error) {
 					Key: "reason",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "转人工原因，简洁说明为何需要人工介入，例如用户明确要求人工、问题需要人工核验、需要人工售后处理等。",
+						Description: "Handoff reason. Briefly explain why a human is needed, such as explicit user request, manual verification, or after-sales handling.",
 					},
 				},
 			)),
diff --git a/internal/ai/runtime/tools/prepare_ticket_draft_tool.go b/internal/ai/runtime/tools/prepare_ticket_draft_tool.go
index e454555..20b8d0d 100644
--- a/internal/ai/runtime/tools/prepare_ticket_draft_tool.go
+++ b/internal/ai/runtime/tools/prepare_ticket_draft_tool.go
@@ -48,7 +48,7 @@ func (t *PrepareTicketDraftTool) Build(ctx registry.Context) (einotool.BaseTool,
 func (t *PrepareTicketDraftTool) Info(ctx context.Context) (*schema.ToolInfo, error) {
 	return &schema.ToolInfo{
 		Name: toolx.GraphPrepareTicketDraft.Name,
-		Desc: "Graph Tool。用于根据当前会话和已收集信息整理工单草稿，输出建议标题、建议描述、缺失字段和追问建议。适合在真正调用 create_ticket_with_confirmation 前先整理工单内容。",
+		Desc: "Graph Tool. Prepares a ticket draft from the current conversation and collected information. Use it before create_ticket_with_confirmation when the ticket content needs to be organized.",
 		ParamsOneOf: schema.NewParamsOneOfByJSONSchema(&einojsonschema.Schema{
 			Version: einojsonschema.Version,
 			Type:    "object",
@@ -57,35 +57,35 @@ func (t *PrepareTicketDraftTool) Info(ctx context.Context) (*schema.ToolInfo, er
 					Key: "title",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "已整理出的工单标题，可选。",
+						Description: "Prepared ticket title. Optional.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "description",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "已整理出的工单描述，可选。",
+						Description: "Prepared ticket description. Optional.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "issue",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "用户当前遇到的问题现象或报错信息。",
+						Description: "The issue or error message the user is experiencing.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "impact",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "问题影响范围，例如无法登录、无法下单、业务中断等。",
+						Description: "Impact scope, such as unable to sign in, unable to place an order, or business interruption.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "expectedOutcome",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "用户期望的处理结果或诉求。",
+						Description: "The user's expected outcome or request.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
diff --git a/internal/ai/runtime/tools/triage_service_request_tool.go b/internal/ai/runtime/tools/triage_service_request_tool.go
index d192d9d..e352ed2 100644
--- a/internal/ai/runtime/tools/triage_service_request_tool.go
+++ b/internal/ai/runtime/tools/triage_service_request_tool.go
@@ -48,7 +48,7 @@ func (t *TriageServiceRequestTool) Build(ctx registry.Context) (einotool.BaseToo
 func (t *TriageServiceRequestTool) Info(ctx context.Context) (*schema.ToolInfo, error) {
 	return &schema.ToolInfo{
 		Name: toolx.GraphTriageServiceRequest.Name,
-		Desc: "Graph Tool。用于综合分析当前对话，判断应该继续解答、整理工单草稿还是转人工；当判断为建单时，会一并返回结构化工单草稿建议。",
+		Desc: "Graph Tool. Analyzes the current conversation to decide whether to continue answering, prepare a ticket draft, or hand off to a human. When ticket creation is recommended, it returns a structured ticket draft suggestion.",
 		ParamsOneOf: schema.NewParamsOneOfByJSONSchema(&einojsonschema.Schema{
 			Version: einojsonschema.Version,
 			Type:    "object",
@@ -57,35 +57,35 @@ func (t *TriageServiceRequestTool) Info(ctx context.Context) (*schema.ToolInfo,
 					Key: "goal",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "当前分析目标，例如判断是否需要升级、是否要建单或转人工。",
+						Description: "Analysis goal, such as whether to escalate, create a ticket, or hand off to a human.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "observedIssue",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "当前观察到的主要问题或争议点。",
+						Description: "Main issue or dispute observed in the conversation.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "needTicket",
 					Value: &einojsonschema.Schema{
 						Type:        "boolean",
-						Description: "是否重点评估建单必要性。",
+						Description: "Whether to focus on evaluating ticket creation.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "needHumanHandoff",
 					Value: &einojsonschema.Schema{
 						Type:        "boolean",
-						Description: "是否重点评估转人工必要性。",
+						Description: "Whether to focus on evaluating human handoff.",
 					},
 				},
 				orderedmap.Pair[string, *einojsonschema.Schema]{
 					Key: "additionalContext",
 					Value: &einojsonschema.Schema{
 						Type:        "string",
-						Description: "补充上下文，例如你已发现的风险点或限制条件。",
+						Description: "Additional context, such as risk signals or constraints already identified.",
 					},
 				},
 			)),
diff --git a/internal/builders/conversation_builder.go b/internal/builders/conversation_builder.go
index 56043a6..286b335 100644
--- a/internal/builders/conversation_builder.go
+++ b/internal/builders/conversation_builder.go
@@ -14,7 +14,7 @@ import (
 )
 
 func BuildConversation(item *models.Conversation) response.ConversationResponse {
-	return BuildConversationWithLocale(item, i18nx.LocaleZhCN)
+	return BuildConversationWithLocale(item, i18nx.DefaultLocale)
 }
 
 func BuildConversationWithLocale(item *models.Conversation, locale string) response.ConversationResponse {
@@ -114,7 +114,7 @@ func BuildParticipantResponses(conversationID int64) []response.ConversationPart
 }
 
 func BuildMessages(list []models.Message) []response.MessageResponse {
-	return BuildMessagesWithLocale(list, i18nx.LocaleZhCN)
+	return BuildMessagesWithLocale(list, i18nx.DefaultLocale)
 }
 
 func BuildMessagesWithLocale(list []models.Message, locale string) []response.MessageResponse {
@@ -132,7 +132,7 @@ func BuildMessagesWithLocale(list []models.Message, locale string) []response.Me
 }
 
 func BuildMessage(item *models.Message) response.MessageResponse {
-	return BuildMessageWithLocale(item, i18nx.LocaleZhCN)
+	return BuildMessageWithLocale(item, i18nx.DefaultLocale)
 }
 
 func BuildMessageWithLocale(item *models.Message, locale string) response.MessageResponse {
@@ -141,7 +141,7 @@ func BuildMessageWithLocale(item *models.Message, locale string) response.Messag
 }
 
 func BuildMessageWithReadStates(item *models.Message, agentReadState, customerReadState *models.ConversationReadState, aiSenderNames, userSenderNames map[int64]string, agentProfiles map[int64]*models.AgentProfile) response.MessageResponse {
-	return BuildMessageWithReadStatesAndLocale(item, agentReadState, customerReadState, aiSenderNames, userSenderNames, agentProfiles, i18nx.LocaleZhCN)
+	return BuildMessageWithReadStatesAndLocale(item, agentReadState, customerReadState, aiSenderNames, userSenderNames, agentProfiles, i18nx.DefaultLocale)
 }
 
 func BuildMessageWithReadStatesAndLocale(item *models.Message, agentReadState, customerReadState *models.ConversationReadState, aiSenderNames, userSenderNames map[int64]string, agentProfiles map[int64]*models.AgentProfile, locale string) response.MessageResponse {
diff --git a/internal/builders/notification_builder.go b/internal/builders/notification_builder.go
index 1d9b7c7..449a3f1 100644
--- a/internal/builders/notification_builder.go
+++ b/internal/builders/notification_builder.go
@@ -16,7 +16,7 @@ var (
 )
 
 func BuildNotification(item *models.Notification) *response.NotificationResponse {
-	return BuildNotificationWithLocale(item, i18nx.LocaleZhCN)
+	return BuildNotificationWithLocale(item, i18nx.DefaultLocale)
 }
 
 func BuildNotificationWithLocale(item *models.Notification, locale string) *response.NotificationResponse {
@@ -39,7 +39,7 @@ func BuildNotificationWithLocale(item *models.Notification, locale string) *resp
 }
 
 func BuildNotificationList(list []models.Notification) []response.NotificationResponse {
-	return BuildNotificationListWithLocale(list, i18nx.LocaleZhCN)
+	return BuildNotificationListWithLocale(list, i18nx.DefaultLocale)
 }
 
 func BuildNotificationListWithLocale(list []models.Notification, locale string) []response.NotificationResponse {
diff --git a/internal/handlers/dashboard/ai_agent_handler.go b/internal/handlers/dashboard/ai_agent_handler.go
index ae68cc3..b625687 100644
--- a/internal/handlers/dashboard/ai_agent_handler.go
+++ b/internal/handlers/dashboard/ai_agent_handler.go
@@ -161,7 +161,7 @@ func AIAgentPostUpdate_status(ctx *gin.Context) {
 }
 
 func buildAIAgentResponse(item *models.AIAgent) response.AIAgentResponse {
-	return buildAIAgentResponseWithLocale(item, i18nx.LocaleZhCN)
+	return buildAIAgentResponseWithLocale(item, i18nx.DefaultLocale)
 }
 
 func buildAIAgentResponseWithLocale(item *models.AIAgent, locale string) response.AIAgentResponse {
diff --git a/internal/pkg/constants/auth.go b/internal/pkg/constants/auth.go
index 12e58ca..34f9402 100644
--- a/internal/pkg/constants/auth.go
+++ b/internal/pkg/constants/auth.go
@@ -18,7 +18,7 @@ const (
 const (
 	BootstrapAdminUsername = "admin"
 	BootstrapAdminPassword = "ChangeMe123!"
-	BootstrapAdminNickname = "超级管理员"
+	BootstrapAdminNickname = "Super Admin"
 )
 
 // Permission 权限结构体
@@ -278,11 +278,111 @@ var PermissionMap = make(map[string]Permission)
 
 // init 初始化 PermissionMap
 func init() {
+	normalizeBuiltinPermissionNames()
 	for _, permission := range Permissions {
 		PermissionMap[permission.Code] = permission
 	}
 }
 
+func normalizeBuiltinPermissionNames() {
+	for i := range Permissions {
+		Permissions[i].Name = builtinPermissionName(Permissions[i].Code, Permissions[i].Name)
+	}
+}
+
+func builtinPermissionName(code string, fallback string) string {
+	if name, ok := builtinPermissionNameOverrides[code]; ok {
+		return name
+	}
+	resourceKey, actionKey, ok := splitPermissionCode(code)
+	if !ok {
+		return fallback
+	}
+	action, ok := builtinPermissionActionLabels[actionKey]
+	if !ok {
+		return fallback
+	}
+	resource, ok := builtinPermissionResourceLabels[resourceKey]
+	if !ok {
+		return fallback
+	}
+	return action + " " + resource
+}
+
+func splitPermissionCode(code string) (string, string, bool) {
+	for i := 0; i < len(code); i++ {
+		if code[i] == '.' {
+			return code[:i], code[i+1:], i > 0 && i < len(code)-1
+		}
+	}
+	return "", "", false
+}
+
+var builtinPermissionActionLabels = map[string]string{
+	"view":             "View",
+	"create":           "Create",
+	"update":           "Update",
+	"delete":           "Delete",
+	"assignRole":       "Assign roles to",
+	"assignPermission": "Assign permissions to",
+	"sync":             "Sync",
+	"revoke":           "Revoke",
+	"assign":           "Assign",
+	"transfer":         "Transfer",
+	"close":            "Close",
+	"send":             "Send",
+	"tag":              "Manage tags for",
+	"handover":         "Handle handoffs for",
+	"recycle":          "Recycle",
+	"linkCustomer":     "Link customers to",
+	"changeStatus":     "Change status for",
+	"progress":         "Update progress for",
+	"updateStatus":     "Update status for",
+	"config":           "Configure service rules for",
+	"batchGenerate":    "Batch generate",
+	"call":             "Call",
+}
+
+var builtinPermissionResourceLabels = map[string]string{
+	"user":              "users",
+	"role":              "roles",
+	"permission":        "permissions",
+	"session":           "sessions",
+	"conversation":      "conversations",
+	"ticket":            "tickets",
+	"notification":      "notifications",
+	"quickReply":        "quick replies",
+	"tag":               "tags",
+	"company":           "companies",
+	"channel":           "channels",
+	"customer":          "customers",
+	"agent":             "agents",
+	"agentTeam":         "agent teams",
+	"agentTeamSchedule": "agent team schedules",
+	"asset":             "file assets",
+	"aiAgent":           "AI Agents",
+	"aiConfig":          "AI configurations",
+	"knowledgeBase":     "knowledge bases",
+	"knowledgeDocument": "knowledge documents",
+	"knowledgeFAQ":      "knowledge FAQs",
+	"skillDefinition":   "Skill definitions",
+	"mcp":               "MCP tools",
+}
+
+var builtinPermissionNameOverrides = map[string]string{
+	"user.assignRole":                 "Assign user roles",
+	"role.assignPermission":           "Assign role permissions",
+	"session.revoke":                  "Revoke sessions",
+	"conversation.send":               "Send conversation messages",
+	"conversation.linkCustomer":       "Link conversation customer",
+	"ticket.changeStatus":             "Change ticket status",
+	"ticket.progress":                 "Update ticket progress",
+	"agent.config":                    "Configure agent service rules",
+	"agentTeamSchedule.batchGenerate": "Batch generate agent team schedules",
+	"mcp.view":                        "View MCP debug information",
+	"mcp.call":                        "Call MCP tools",
+}
+
 type RoleSpec struct {
 	Name   string
 	Code   string
@@ -290,10 +390,10 @@ type RoleSpec struct {
 }
 
 var Roles = []RoleSpec{
-	{Name: "超级管理员", Code: RoleCodeSuperAdmin, SortNo: 1},
-	{Name: "管理员", Code: RoleCodeAdmin, SortNo: 2},
-	{Name: "客服组长", Code: RoleCodeCsTeamLeader, SortNo: 3},
-	{Name: "客服", Code: RoleCodeCsUser, SortNo: 4},
+	{Name: "Super Admin", Code: RoleCodeSuperAdmin, SortNo: 1},
+	{Name: "Admin", Code: RoleCodeAdmin, SortNo: 2},
+	{Name: "Support Team Lead", Code: RoleCodeCsTeamLeader, SortNo: 3},
+	{Name: "Support Agent", Code: RoleCodeCsUser, SortNo: 4},
 }
 
 var RolePermissions = map[string][]Permission{
diff --git a/internal/pkg/constants/auth_test.go b/internal/pkg/constants/auth_test.go
new file mode 100644
index 0000000..12aeda6
--- /dev/null
+++ b/internal/pkg/constants/auth_test.go
@@ -0,0 +1,46 @@
+package constants
+
+import "testing"
+
+func TestBuiltinAuthSeedNamesDefaultToEnglish(t *testing.T) {
+	t.Parallel()
+
+	if BootstrapAdminNickname != "Super Admin" {
+		t.Fatalf("BootstrapAdminNickname = %q, want %q", BootstrapAdminNickname, "Super Admin")
+	}
+
+	roles := map[string]string{}
+	for _, role := range Roles {
+		roles[role.Code] = role.Name
+	}
+
+	tests := map[string]string{
+		RoleCodeSuperAdmin:   "Super Admin",
+		RoleCodeAdmin:        "Admin",
+		RoleCodeCsTeamLeader: "Support Team Lead",
+		RoleCodeCsUser:       "Support Agent",
+	}
+	for code, want := range tests {
+		if got := roles[code]; got != want {
+			t.Fatalf("role %s name = %q, want %q", code, got, want)
+		}
+	}
+
+	permissions := map[string]string{}
+	for _, permission := range Permissions {
+		permissions[permission.Code] = permission.Name
+	}
+
+	permissionTests := map[string]string{
+		"user.view":         "View users",
+		"ticket.create":     "Create tickets",
+		"conversation.send": "Send conversation messages",
+		"channel.view":      "View channels",
+		"agent.view":        "View agents",
+	}
+	for code, want := range permissionTests {
+		if got := permissions[code]; got != want {
+			t.Fatalf("permission %s name = %q, want %q", code, got, want)
+		}
+	}
+}
diff --git a/internal/pkg/i18nx/bundle.go b/internal/pkg/i18nx/bundle.go
index d2a3c77..b11d0af 100644
--- a/internal/pkg/i18nx/bundle.go
+++ b/internal/pkg/i18nx/bundle.go
@@ -20,7 +20,7 @@ var (
 
 func Bundle() *i18n.Bundle {
 	bundleOnce.Do(func() {
-		b := i18n.NewBundle(language.SimplifiedChinese)
+		b := i18n.NewBundle(language.AmericanEnglish)
 		b.RegisterUnmarshalFunc("toml", toml.Unmarshal)
 		for _, name := range []string{
 			"locales/active.zh-CN.toml",
diff --git a/internal/pkg/i18nx/context.go b/internal/pkg/i18nx/context.go
index 2e7375f..8806546 100644
--- a/internal/pkg/i18nx/context.go
+++ b/internal/pkg/i18nx/context.go
@@ -6,15 +6,15 @@ const contextLocaleKey = "i18nx.locale"
 
 func Locale(ctx *gin.Context) string {
 	if ctx == nil {
-		return LocaleZhCN
+		return DefaultLocale
 	}
 	value, ok := ctx.Get(contextLocaleKey)
 	if !ok {
-		return LocaleZhCN
+		return DefaultLocale
 	}
 	locale, ok := value.(string)
 	if !ok {
-		return LocaleZhCN
+		return DefaultLocale
 	}
 	return NormalizeLocale(locale)
 }
diff --git a/internal/pkg/i18nx/i18nx_test.go b/internal/pkg/i18nx/i18nx_test.go
index 1e78435..516bd38 100644
--- a/internal/pkg/i18nx/i18nx_test.go
+++ b/internal/pkg/i18nx/i18nx_test.go
@@ -16,14 +16,14 @@ func TestNormalizeLocale(t *testing.T) {
 		in   string
 		want string
 	}{
-		{name: "default for blank", in: "", want: LocaleZhCN},
+		{name: "default for blank", in: "", want: LocaleEnUS},
 		{name: "exact chinese", in: "zh-CN", want: LocaleZhCN},
 		{name: "underscore chinese", in: "zh_CN", want: LocaleZhCN},
 		{name: "short chinese", in: "zh", want: LocaleZhCN},
 		{name: "exact english", in: "en-US", want: LocaleEnUS},
 		{name: "underscore english", in: "en_US", want: LocaleEnUS},
 		{name: "short english", in: "en", want: LocaleEnUS},
-		{name: "unsupported falls back", in: "fr-FR", want: LocaleZhCN},
+		{name: "unsupported falls back", in: "fr-FR", want: LocaleEnUS},
 	}
 
 	for _, tt := range tests {
@@ -60,13 +60,13 @@ func TestResolveLocalePrefersXLocale(t *testing.T) {
 	}
 }
 
-func TestTranslateFallsBackToChinese(t *testing.T) {
+func TestTranslateFallsBackToEnglish(t *testing.T) {
 	t.Parallel()
 
 	if got := TLocale(LocaleEnUS, "error.auth.expired", nil); got != "Your session has expired. Please sign in again." {
 		t.Fatalf("english translation = %q", got)
 	}
-	if got := TLocale("fr-FR", "error.auth.expired", nil); got != "未登录或登录已过期" {
+	if got := TLocale("fr-FR", "error.auth.expired", nil); got != "Your session has expired. Please sign in again." {
 		t.Fatalf("fallback translation = %q", got)
 	}
 }
diff --git a/internal/pkg/i18nx/message.go b/internal/pkg/i18nx/message.go
index e1c6073..2062ed1 100644
--- a/internal/pkg/i18nx/message.go
+++ b/internal/pkg/i18nx/message.go
@@ -13,7 +13,7 @@ func T(ctx *gin.Context, messageID string, data map[string]any) string {
 			}
 		}
 	}
-	return TLocale(LocaleZhCN, messageID, data)
+	return TLocale(DefaultLocale, messageID, data)
 }
 
 func TLocale(locale string, messageID string, data map[string]any) string {
@@ -22,8 +22,8 @@ func TLocale(locale string, messageID string, data map[string]any) string {
 	if message != "" {
 		return message
 	}
-	if normalized != LocaleZhCN {
-		message = localize(LocaleZhCN, messageID, data)
+	if normalized != DefaultLocale {
+		message = localize(DefaultLocale, messageID, data)
 		if message != "" {
 			return message
 		}
@@ -32,7 +32,7 @@ func TLocale(locale string, messageID string, data map[string]any) string {
 }
 
 func localize(locale string, messageID string, data map[string]any) string {
-	localizer := i18n.NewLocalizer(Bundle(), locale, LocaleZhCN)
+	localizer := i18n.NewLocalizer(Bundle(), locale, DefaultLocale)
 	message, err := localizer.Localize(&i18n.LocalizeConfig{
 		MessageID:    messageID,
 		TemplateData: data,
diff --git a/internal/pkg/i18nx/middleware.go b/internal/pkg/i18nx/middleware.go
index 7769f14..f067ba2 100644
--- a/internal/pkg/i18nx/middleware.go
+++ b/internal/pkg/i18nx/middleware.go
@@ -9,8 +9,9 @@ import (
 )
 
 const (
-	LocaleZhCN = "zh-CN"
-	LocaleEnUS = "en-US"
+	LocaleZhCN    = "zh-CN"
+	LocaleEnUS    = "en-US"
+	DefaultLocale = LocaleEnUS
 )
 
 var supportedLocales = map[string]string{
@@ -26,17 +27,17 @@ var supportedLocales = map[string]string{
 func NormalizeLocale(value string) string {
 	key := strings.ToLower(strings.TrimSpace(value))
 	if key == "" {
-		return LocaleZhCN
+		return DefaultLocale
 	}
 	if locale, ok := supportedLocales[key]; ok {
 		return locale
 	}
-	return LocaleZhCN
+	return DefaultLocale
 }
 
 func ResolveRequestLocale(req *http.Request) string {
 	if req == nil {
-		return LocaleZhCN
+		return DefaultLocale
 	}
 	if locale := normalizeSupportedLocale(req.Header.Get("X-Locale")); locale != "" {
 		return locale
@@ -47,7 +48,7 @@ func ResolveRequestLocale(req *http.Request) string {
 	if locale := normalizeSupportedLocale(req.URL.Query().Get("locale")); locale != "" {
 		return locale
 	}
-	return LocaleZhCN
+	return DefaultLocale
 }
 
 func Middleware() gin.HandlerFunc {
diff --git a/internal/pkg/toolx/builtin_tools.go b/internal/pkg/toolx/builtin_tools.go
index 4643421..8d2292e 100644
--- a/internal/pkg/toolx/builtin_tools.go
+++ b/internal/pkg/toolx/builtin_tools.go
@@ -58,87 +58,87 @@ var (
 		Code:          "graph/triage_service_request",
 		ServerCode:    "graph",
 		Name:          "triage_service_request",
-		Title:         "升级分流判断",
-		Description:   "Graph Tool。用于综合分析当前对话，判断应继续解答、整理工单草稿还是转人工，并在需要建单时一并整理工单草稿。",
+		Title:         "Triage service request",
+		Description:   "Graph Tool. Analyzes the current conversation to decide whether to continue answering, prepare a ticket draft, or hand off to a human. It also prepares a ticket draft when ticket creation is recommended.",
 		SourceType:    enums.ToolSourceTypeGraph,
 		RuntimeStatic: true,
 		Appendix: strings.TrimSpace(`
-当你需要判断“继续解答 / 建单 / 转人工”这类复杂升级路径时，优先先调用 triage_service_request 这个 Graph Tool，并遵守以下规则：
-1. 该工具会综合当前对话输出 recommendedAction，并在需要建单时附带 ticketDraft。
-2. 如果 recommendedAction=continue_answering，则优先继续澄清或解答，不要直接升级。
-3. 如果 recommendedAction=prepare_ticket，则优先使用 ticketDraft 或继续补充缺失字段，再调用 create_ticket_with_confirmation。
-4. 如果 recommendedAction=handoff_to_human，则确认理由充分后再调用 handoff_to_human。
-5. 当升级路径不明确时，优先使用该工具，而不是直接凭主 prompt 做复杂分流判断。
+When you need to decide between continuing the answer, creating a ticket, or handing off to a human, call triage_service_request first and follow these rules:
+1. The tool returns recommendedAction and includes ticketDraft when ticket creation is needed.
+2. If recommendedAction=continue_answering, continue clarifying or answering instead of escalating directly.
+3. If recommendedAction=prepare_ticket, use ticketDraft or collect missing fields before calling create_ticket_with_confirmation.
+4. If recommendedAction=handoff_to_human, confirm the reason is sufficient before calling handoff_to_human.
+5. When the escalation path is unclear, use this tool instead of making a complex routing decision from the main prompt alone.
 `),
 	}
 	GraphAnalyzeConversation = ToolSpec{
 		Code:          "graph/analyze_conversation",
 		ServerCode:    "graph",
 		Name:          "analyze_conversation",
-		Title:         "分析对话风险与摘要",
-		Description:   "Graph Tool。用于整理当前对话摘要、识别风险信号，并给出继续解答、建单或转人工的建议。",
+		Title:         "Analyze conversation risk and summary",
+		Description:   "Graph Tool. Summarizes the current conversation, identifies risk signals, and recommends whether to continue answering, create a ticket, or hand off to a human.",
 		SourceType:    enums.ToolSourceTypeGraph,
 		RuntimeStatic: true,
 		Appendix: strings.TrimSpace(`
-当对话可能涉及投诉升级、退款赔偿、明显负面情绪、是否要建单、是否要转人工等复杂判断时，优先调用 analyze_conversation 这个 Graph Tool，并遵守以下规则：
-1. 该工具用于输出结构化摘要、风险信号和下一步建议，不代表实际已经建单或转人工。
-2. 如果工具建议为 handoff_to_human，应先确认是否满足转人工条件，再考虑调用 handoff_to_human。
-3. 如果工具建议为 prepare_ticket，应优先调用 prepare_ticket_draft 或继续补充信息，而不是直接建单。
-4. 如果工具建议为 continue_answering，优先继续澄清和解答，不要过早升级动作。
+When the conversation may involve escalation, refunds, compensation, clear negative sentiment, ticket creation, or human handoff, call analyze_conversation first and follow these rules:
+1. This tool returns a structured summary, risk signals, and next-step recommendation. It does not create tickets or hand off to a human.
+2. If the tool recommends handoff_to_human, confirm the handoff conditions before calling handoff_to_human.
+3. If the tool recommends prepare_ticket, call prepare_ticket_draft or collect more information before creating a ticket.
+4. If the tool recommends continue_answering, continue clarifying and answering instead of escalating too early.
 `),
 	}
 	GraphPrepareTicketDraft = ToolSpec{
 		Code:          "graph/prepare_ticket_draft",
 		ServerCode:    "graph",
 		Name:          "prepare_ticket_draft",
-		Title:         "整理工单草稿",
-		Description:   "Graph Tool。用于根据当前会话和已收集信息整理工单草稿，输出建议标题、描述、缺失字段和追问建议。",
+		Title:         "Prepare ticket draft",
+		Description:   "Graph Tool. Prepares a ticket draft from the current conversation and collected information, including a suggested title, description, missing fields, and follow-up questions.",
 		SourceType:    enums.ToolSourceTypeGraph,
 		RuntimeStatic: true,
 		Appendix: strings.TrimSpace(`
-当用户已经表达了建单、投诉、报障、售后处理等诉求，但工单标题、描述或问题整理还比较散乱时，优先调用 prepare_ticket_draft 这个 Graph Tool，并遵守以下规则：
-1. 该工具用于整理工单草稿，会返回建议标题、建议描述、缺失字段和追问建议。
-2. 如果工具返回 ready=false，优先根据 missingFields 和 followUpQuestions 继续追问，不要直接创建工单。
-3. 如果工具返回 ready=true，再结合结果考虑调用 create_ticket_with_confirmation。
-4. 该工具用于“整理草稿”，不代表已经创建工单。
+When the user has asked to create a ticket, file a complaint, report an issue, or request after-sales handling, but the title or description is still unclear, call prepare_ticket_draft first and follow these rules:
+1. This tool prepares a ticket draft and returns a suggested title, suggested description, missing fields, and follow-up questions.
+2. If ready=false, ask follow-up questions based on missingFields and followUpQuestions instead of creating a ticket directly.
+3. If ready=true, use the result to consider calling create_ticket_with_confirmation.
+4. This tool only prepares a draft. It does not create a ticket.
 `),
 	}
 	GraphCreateTicketConfirm = ToolSpec{
 		Code:          "graph/create_ticket_with_confirmation",
 		ServerCode:    "graph",
 		Name:          "create_ticket_with_confirmation",
-		Title:         "创建工单确认流程",
-		Description:   "Graph Tool。用于封装建单参数整理、用户确认、真正建单和结果返回的确定性流程。",
+		Title:         "Create ticket confirmation flow",
+		Description:   "Graph Tool. Handles ticket parameter preparation, user confirmation, actual ticket creation, and result return.",
 		SourceType:    enums.ToolSourceTypeGraph,
 		DirectAccess:  true,
 		RuntimeStatic: true,
 		Aliases:       []string{"builtin/create_ticket_with_confirmation"},
 		Appendix: strings.TrimSpace(`
-你可以在确认信息充分后调用 create_ticket_with_confirmation 这个 Graph Tool 来创建工单，但必须遵守以下规则：
-1. 只有在用户明确表达希望提交工单、投诉、报障、售后处理等诉求时，才考虑调用该工具。
-2. 调用前你必须已经整理出清晰的工单标题和问题描述；如果信息还比较散乱，优先先调用 prepare_ticket_draft 或继续追问，不要过早调用。
-3. 一旦准备创建工单，必须调用 create_ticket_with_confirmation 工具，禁止直接口头宣称“已经创建工单”。
-4. 该 Graph Tool 会先向用户发起确认。用户确认后才会真正创建工单；用户取消则结束本次建单流程。
-5. 如果用户只是咨询、抱怨或泛泛表达不满，但没有明确要求建单，优先继续澄清，不要主动创建工单。
+You can call create_ticket_with_confirmation after enough information has been collected, but follow these rules:
+1. Only consider this tool when the user explicitly wants to submit a ticket, complaint, issue report, or after-sales request.
+2. Before calling it, prepare a clear ticket title and issue description. If the information is still scattered, call prepare_ticket_draft or ask follow-up questions first.
+3. Once you are ready to create a ticket, you must call create_ticket_with_confirmation. Do not simply claim in text that the ticket has been created.
+4. This Graph Tool asks the user for confirmation first. The ticket is created only after the user confirms; if the user cancels, the flow ends.
+5. If the user is only asking questions, complaining generally, or expressing dissatisfaction without explicitly requesting a ticket, continue clarifying instead of proactively creating one.
 `),
 	}
 	GraphHandoffConversation = ToolSpec{
 		Code:          "graph/handoff_to_human",
 		ServerCode:    "graph",
 		Name:          "handoff_to_human",
-		Title:         "转人工确认流程",
-		Description:   "Graph Tool。用于封装转人工原因整理、用户确认、真正转人工和结果返回的确定性流程。",
+		Title:         "Human handoff confirmation flow",
+		Description:   "Graph Tool. Handles handoff reason preparation, user confirmation, actual human handoff, and result return.",
 		SourceType:    enums.ToolSourceTypeGraph,
 		DirectAccess:  true,
 		RuntimeStatic: true,
 		Appendix: strings.TrimSpace(`
-你可以在确认需要人工介入后调用 handoff_to_human 这个 Graph Tool 来转人工，但必须遵守以下规则：
-1. 只有在用户明确要求人工客服，或你已经判断该问题必须由人工继续处理时，才调用该工具。
-2. 调用前先尽量整理清楚转人工原因；如果理由含糊，先追问或澄清，不要直接转人工。
-3. 一旦决定转人工，必须调用 handoff_to_human 工具，禁止只在回复里口头说“我帮你转人工了”。
-4. 该 Graph Tool 会先向用户发起确认。用户确认后才会真正转人工；用户取消则结束本次转人工流程。
-5. 如果问题仍可由当前对话继续解决，优先继续解答，不要过早转人工。
-6. 如果工具返回 terminal=true 且 shouldRetry=false，说明转人工流程已经结束，禁止重复调用该工具。
+You can call handoff_to_human after confirming that human help is needed, but follow these rules:
+1. Only call this tool when the user explicitly asks for a human agent or you have determined that the issue must be handled by a human.
+2. Before calling it, summarize the handoff reason clearly. If the reason is vague, ask a follow-up question first.
+3. Once you decide to hand off, you must call handoff_to_human. Do not simply say in text that you have connected the user to a human.
+4. This Graph Tool asks the user for confirmation first. The handoff happens only after the user confirms; if the user cancels, the flow ends.
+5. If the issue can still be solved in the current conversation, continue helping instead of escalating too early.
+6. If the tool returns terminal=true and shouldRetry=false, the handoff flow has ended. Do not call it repeatedly.
 `),
 	}
 	RegisteredToolSpecs = []ToolSpec{
diff --git a/internal/services/channel_service.go b/internal/services/channel_service.go
index e071448..b3ea75a 100644
--- a/internal/services/channel_service.go
+++ b/internal/services/channel_service.go
@@ -208,8 +208,8 @@ func (s *channelService) ListWxWorkKFAccounts() ([]response.WxWorkKFAccountRespo
 func (s *channelService) ParseWebChannelConfig(raw string) (*dto.WebChannelConfig, error) {
 	raw = strings.TrimSpace(raw)
 	cfg := &dto.WebChannelConfig{
-		Title:      "在线客服",
-		Subtitle:   "欢迎咨询",
+		Title:      "Support",
+		Subtitle:   "How can we help?",
 		ThemeColor: "#2563eb",
 		Position:   "right",
 		Width:      "380px",
@@ -221,7 +221,7 @@ func (s *channelService) ParseWebChannelConfig(raw string) (*dto.WebChannelConfi
 	}
 	cfg.Title = strings.TrimSpace(cfg.Title)
 	if cfg.Title == "" {
-		cfg.Title = "在线客服"
+		cfg.Title = "Support"
 	}
 	cfg.Subtitle = strings.TrimSpace(cfg.Subtitle)
 	cfg.ThemeColor = strings.TrimSpace(cfg.ThemeColor)
@@ -246,8 +246,8 @@ func (s *channelService) ParseWebChannelConfig(raw string) (*dto.WebChannelConfi
 func (s *channelService) ParseWechatMPChannelConfig(raw string) (*dto.WechatMPChannelConfig, error) {
 	raw = strings.TrimSpace(raw)
 	cfg := &dto.WechatMPChannelConfig{
-		Title:      "公众号客服",
-		Subtitle:   "欢迎咨询",
+		Title:      "Official Account Support",
+		Subtitle:   "How can we help?",
 		ThemeColor: "#2563eb",
 	}
 	if raw != "" {
@@ -257,7 +257,7 @@ func (s *channelService) ParseWechatMPChannelConfig(raw string) (*dto.WechatMPCh
 	}
 	cfg.Title = strings.TrimSpace(cfg.Title)
 	if cfg.Title == "" {
-		cfg.Title = "公众号客服"
+		cfg.Title = "Official Account Support"
 	}
 	cfg.Subtitle = strings.TrimSpace(cfg.Subtitle)
 	cfg.ThemeColor = strings.TrimSpace(cfg.ThemeColor)
diff --git a/internal/services/conversation_human_dispatch_service.go b/internal/services/conversation_human_dispatch_service.go
index 550dd2c..426851a 100644
--- a/internal/services/conversation_human_dispatch_service.go
+++ b/internal/services/conversation_human_dispatch_service.go
@@ -19,8 +19,8 @@ import (
 var ConversationHumanDispatchService = newConversationHumanDispatchService()
 
 const (
-	HandoffWaitingMessage  = "已为你转接人工客服，请稍候。"
-	HandoffOffHoursMessage = "当前暂不在人工客服服务时间内，你可以先继续描述问题，我会尽力协助；服务时间开始后也可以再次转人工。"
+	HandoffWaitingMessage  = "We are connecting you to a human support agent. Please wait."
+	HandoffOffHoursMessage = "Human support is currently outside service hours. You can keep describing the issue and I will do my best to help. You can also request a human agent again when service hours resume."
 )
 
 type HandoffDecisionType string
diff --git a/internal/services/conversation_human_dispatch_service_test.go b/internal/services/conversation_human_dispatch_service_test.go
index a69607b..3922dde 100644
--- a/internal/services/conversation_human_dispatch_service_test.go
+++ b/internal/services/conversation_human_dispatch_service_test.go
@@ -42,7 +42,7 @@ func TestConversationHumanDispatchAIHandoffOffHoursKeepsAIServingAndSendsNotice(
 	if message == nil {
 		t.Fatalf("expected off-hours notice message")
 	}
-	if message.SenderType != enums.IMSenderTypeAI || !strings.Contains(message.Content, "当前暂不在人工客服服务时间内") {
+	if message.SenderType != enums.IMSenderTypeAI || !strings.Contains(message.Content, "Human support is currently outside service hours") {
 		t.Fatalf("unexpected off-hours message: %+v", message)
 	}
 }
diff --git a/internal/services/event_handlers/conversation_assigned_event_handler.go b/internal/services/event_handlers/conversation_assigned_event_handler.go
index a74473b..22522b5 100644
--- a/internal/services/event_handlers/conversation_assigned_event_handler.go
+++ b/internal/services/event_handlers/conversation_assigned_event_handler.go
@@ -37,11 +37,11 @@ func handleConversationAssignedNotify(ctx context.Context, event events.Conversa
 func conversationAssignedNotifyTitle(assignType string) string {
 	switch strings.TrimSpace(assignType) {
 	case events.ConversationAssignTypeTransfer:
-		return "会话转接提醒"
+		return "Conversation transferred"
 	case events.ConversationAssignTypeAutoAssign:
-		return "会话自动分配提醒"
+		return "Conversation auto-assigned"
 	default:
-		return "会话分配提醒"
+		return "Conversation assigned"
 	}
 }
 
@@ -49,21 +49,21 @@ func buildConversationAssignedNotifyBody(conversation *models.Conversation, assi
 	if conversation == nil {
 		return ""
 	}
-	reasonLabel := "分配原因"
+	reasonLabel := "Assignment reason"
 	if strings.TrimSpace(assignType) == events.ConversationAssignTypeTransfer {
-		reasonLabel = "转接原因"
+		reasonLabel = "Transfer reason"
 	}
 	lines := []string{
-		fmt.Sprintf("会话ID: #%d", conversation.ID),
-		fmt.Sprintf("会话摘要: %s", strs.DefaultIfBlank(services.ConversationService.BuildConversationSummary(conversation), "-")),
-		fmt.Sprintf("接入渠道: %s", resolveConversationChannelLabel(conversation)),
-		fmt.Sprintf("当前状态: %s", enums.GetIMConversationStatusLabel(conversation.Status)),
-		fmt.Sprintf("处理人: %s", resolveNotifyUserLabel(assigneeID)),
+		fmt.Sprintf("Conversation ID: #%d", conversation.ID),
+		fmt.Sprintf("Summary: %s", strs.DefaultIfBlank(services.ConversationService.BuildConversationSummary(conversation), "-")),
+		fmt.Sprintf("Channel: %s", resolveConversationChannelLabel(conversation)),
+		fmt.Sprintf("Status: %s", enums.GetIMConversationStatusLabel(conversation.Status)),
+		fmt.Sprintf("Assignee: %s", resolveNotifyUserLabel(assigneeID)),
 	}
 	if strings.TrimSpace(reason) != "" {
 		lines = append(lines, fmt.Sprintf("%s: %s", reasonLabel, strings.TrimSpace(reason)))
 	}
-	lines = append(lines, fmt.Sprintf("时间: %s", time.Now().Format("2006-01-02 15:04:05")))
+	lines = append(lines, fmt.Sprintf("Time: %s", time.Now().Format("2006-01-02 15:04:05")))
 	return strings.Join(lines, "\n")
 }
 
diff --git a/internal/services/event_handlers/notification_event_handler.go b/internal/services/event_handlers/notification_event_handler.go
index 524fd25..d56e611 100644
--- a/internal/services/event_handlers/notification_event_handler.go
+++ b/internal/services/event_handlers/notification_event_handler.go
@@ -31,16 +31,16 @@ func handleTicketAssignedInAppNotification(ctx context.Context, event events.Tic
 	if ticket == nil {
 		return nil
 	}
-	content := fmt.Sprintf("工单 %s 已指派给你", strs.DefaultIfBlank(ticket.TicketNo, fmt.Sprintf("#%d", ticket.ID)))
+	content := fmt.Sprintf("Ticket %s has been assigned to you.", strs.DefaultIfBlank(ticket.TicketNo, fmt.Sprintf("#%d", ticket.ID)))
 	if title := strings.TrimSpace(ticket.Title); title != "" {
 		content = content + "\n" + title
 	}
 	if reason := strings.TrimSpace(event.Reason); reason != "" {
-		content = content + "\n指派原因: " + reason
+		content = content + "\nAssignment reason: " + reason
 	}
 	_, err := services.NotificationService.CreateAndPush(request.CreateNotificationRequest{
 		RecipientUserID:  event.ToUserID,
-		Title:            "工单指派提醒",
+		Title:            "Ticket assigned",
 		Content:          content,
 		NotificationType: "ticket_assigned",
 		BizType:          "ticket",
@@ -61,12 +61,12 @@ func handleConversationAssignedInAppNotification(ctx context.Context, event even
 	if conversation == nil {
 		return nil
 	}
-	content := fmt.Sprintf("会话 #%d 已分配给你", conversation.ID)
+	content := fmt.Sprintf("Conversation #%d has been assigned to you.", conversation.ID)
 	if summary := strings.TrimSpace(services.ConversationService.BuildConversationSummary(conversation)); summary != "" {
 		content = content + "\n" + summary
 	}
 	if reason := strings.TrimSpace(event.Reason); reason != "" {
-		content = content + "\n分配原因: " + reason
+		content = content + "\nAssignment reason: " + reason
 	}
 	_, err := services.NotificationService.CreateAndPush(request.CreateNotificationRequest{
 		RecipientUserID:  event.ToUserID,
diff --git a/internal/services/event_handlers/ticket_assigned_event_handler.go b/internal/services/event_handlers/ticket_assigned_event_handler.go
index 5d821c0..cce17be 100644
--- a/internal/services/event_handlers/ticket_assigned_event_handler.go
+++ b/internal/services/event_handlers/ticket_assigned_event_handler.go
@@ -29,7 +29,7 @@ func handleTicketAssignedNotify(ctx context.Context, event events.TicketAssigned
 		return nil
 	}
 	content := buildTicketAssignedNotifyBody(ticket, event.ToUserID, event.Reason)
-	return services.WxWorkNotifyService.SendTextToAssigneeOrDefault(event.ToUserID, "工单指派提醒", content)
+	return services.WxWorkNotifyService.SendTextToAssigneeOrDefault(event.ToUserID, "Ticket assigned", content)
 }
 
 func buildTicketAssignedNotifyBody(ticket *models.Ticket, assigneeID int64, reason string) string {
@@ -37,14 +37,14 @@ func buildTicketAssignedNotifyBody(ticket *models.Ticket, assigneeID int64, reas
 		return ""
 	}
 	lines := []string{
-		fmt.Sprintf("工单号: %s", strs.DefaultIfBlank(ticket.TicketNo, fmt.Sprintf("#%d", ticket.ID))),
-		fmt.Sprintf("工单标题: %s", strs.DefaultIfBlank(ticket.Title, "-")),
-		fmt.Sprintf("当前状态: %s", enums.GetTicketStatusLabel(ticket.Status)),
-		fmt.Sprintf("处理人: %s", resolveNotifyUserLabel(assigneeID)),
+		fmt.Sprintf("Ticket no: %s", strs.DefaultIfBlank(ticket.TicketNo, fmt.Sprintf("#%d", ticket.ID))),
+		fmt.Sprintf("Title: %s", strs.DefaultIfBlank(ticket.Title, "-")),
+		fmt.Sprintf("Status: %s", enums.GetTicketStatusLabel(ticket.Status)),
+		fmt.Sprintf("Assignee: %s", resolveNotifyUserLabel(assigneeID)),
 	}
 	if strings.TrimSpace(reason) != "" {
-		lines = append(lines, fmt.Sprintf("指派原因: %s", strings.TrimSpace(reason)))
+		lines = append(lines, fmt.Sprintf("Assignment reason: %s", strings.TrimSpace(reason)))
 	}
-	lines = append(lines, fmt.Sprintf("时间: %s", time.Now().Format("2006-01-02 15:04:05")))
+	lines = append(lines, fmt.Sprintf("Time: %s", time.Now().Format("2006-01-02 15:04:05")))
 	return strings.Join(lines, "\n")
 }
diff --git a/internal/services/ticket_service.go b/internal/services/ticket_service.go
index a978b72..669d725 100644
--- a/internal/services/ticket_service.go
+++ b/internal/services/ticket_service.go
@@ -237,7 +237,7 @@ func (s *ticketService) CreateTicket(req request.CreateTicketRequest, operator *
 		}
 		return repositories.TicketProgressRepository.Create(ctx.Tx, &models.TicketProgress{
 			TicketID:  ticket.ID,
-			Content:   "创建工单",
+			Content:   "Created ticket",
 			AuthorID:  operator.UserID,
 			CreatedAt: time.Now(),
 		})
@@ -265,7 +265,7 @@ func (s *ticketService) CreateFromConversation(req request.CreateTicketFromConve
 		title = strings.TrimSpace(ConversationService.BuildConversationSummary(conversation))
 	}
 	if title == "" {
-		title = "会话工单"
+		title = "Conversation ticket"
 	}
 	description := strings.TrimSpace(req.Description)
 	if description == "" {
diff --git a/internal/services/ticket_service_test.go b/internal/services/ticket_service_test.go
index 58baa5c..7333139 100644
--- a/internal/services/ticket_service_test.go
+++ b/internal/services/ticket_service_test.go
@@ -81,7 +81,7 @@ func TestTicketServiceCreateTicketSetsPendingStatusAndTicketNo(t *testing.T) {
 	if len(progresses) != 1 {
 		t.Fatalf("expected initial progress, got %d", len(progresses))
 	}
-	if progresses[0].Content != "创建工单" || progresses[0].AuthorID != operator.UserID {
+	if progresses[0].Content != "Created ticket" || progresses[0].AuthorID != operator.UserID {
 		t.Fatalf("unexpected initial progress: %+v", progresses[0])
 	}
 
diff --git a/internal/services/tool_catalog_service.go b/internal/services/tool_catalog_service.go
index 10d3af3..98087b3 100644
--- a/internal/services/tool_catalog_service.go
+++ b/internal/services/tool_catalog_service.go
@@ -34,7 +34,7 @@ type MCPToolCatalogItem struct {
 }
 
 func (s *toolCatalogService) ListMCPTools(ctx context.Context) ([]MCPToolCatalogItem, error) {
-	return s.ListMCPToolsWithLocale(ctx, i18nx.LocaleZhCN)
+	return s.ListMCPToolsWithLocale(ctx, i18nx.DefaultLocale)
 }
 
 func (s *toolCatalogService) ListMCPToolsWithLocale(ctx context.Context, locale string) ([]MCPToolCatalogItem, error) {
diff --git a/web/app/layout.tsx b/web/app/layout.tsx
index 2570d0a..7dbf7fd 100644
--- a/web/app/layout.tsx
+++ b/web/app/layout.tsx
@@ -43,7 +43,7 @@ export default function RootLayout({
   children: React.ReactNode
 }>) {
   return (
-    <html lang="zh-CN" suppressHydrationWarning>
+    <html lang="en-US" suppressHydrationWarning>
       <body
         className={`${geistSans.variable} ${geistMono.variable} antialiased`}
       >
diff --git a/web/i18n/config.test.mjs b/web/i18n/config.test.mjs
index f98c97a..cc670cf 100644
--- a/web/i18n/config.test.mjs
+++ b/web/i18n/config.test.mjs
@@ -25,6 +25,7 @@ async function loadConfig() {
 test("normalizes supported locale aliases", async () => {
   const { DEFAULT_LOCALE, normalizeLocale } = await loadConfig()
 
+  assert.equal(DEFAULT_LOCALE, "en-US")
   assert.equal(normalizeLocale("zh-CN"), "zh-CN")
   assert.equal(normalizeLocale("zh_CN"), "zh-CN")
   assert.equal(normalizeLocale("zh"), "zh-CN")
diff --git a/web/i18n/config.ts b/web/i18n/config.ts
index 29f5fe8..021d967 100644
--- a/web/i18n/config.ts
+++ b/web/i18n/config.ts
@@ -1,7 +1,7 @@
 export const SUPPORTED_LOCALES = ["zh-CN", "en-US"] as const
 export type AppLocale = (typeof SUPPORTED_LOCALES)[number]
 
-export const DEFAULT_LOCALE: AppLocale = "zh-CN"
+export const DEFAULT_LOCALE: AppLocale = "en-US"
 export const LOCALE_STORAGE_KEY = "cs_ai_agent_locale"
 
 const LOCALE_ALIASES: Record<string, AppLocale> = {
diff --git a/web/lib/sdk/agent-desk-sdk.ts b/web/lib/sdk/agent-desk-sdk.ts
index afc5b33..a9fe92f 100644
--- a/web/lib/sdk/agent-desk-sdk.ts
+++ b/web/lib/sdk/agent-desk-sdk.ts
@@ -42,9 +42,9 @@ function getWidgetLocale() {
   try {
     const stored = window.localStorage?.getItem("cs_ai_agent_locale")
     const language = stored || document.documentElement.lang || window.navigator?.language || ""
-    return language.toLowerCase().startsWith("en") ? "en-US" : "zh-CN"
+    return language.toLowerCase().startsWith("zh") ? "zh-CN" : "en-US"
   } catch {
-    return "zh-CN"
+    return "en-US"
   }
 }
 
diff --git a/web/public/sdk/agent-desk-sdk.min.js b/web/public/sdk/agent-desk-sdk.min.js
index 5ae2165..bff2098 100644
--- a/web/public/sdk/agent-desk-sdk.min.js
+++ b/web/public/sdk/agent-desk-sdk.min.js
@@ -1 +1 @@
-var __rest=this&&this.__rest||function(e,t){var n={};for(var i in e)Object.prototype.hasOwnProperty.call(e,i)&&t.indexOf(i)<0&&(n[i]=e[i]);if(null!=e&&"function"==typeof Object.getOwnPropertySymbols){var r=0;for(i=Object.getOwnPropertySymbols(e);r<i.length;r++)t.indexOf(i[r])<0&&Object.prototype.propertyIsEnumerable.call(e,i[r])&&(n[i[r]]=e[i[r]])}return n};function getWidgetLocale(){var e,t;try{return((null===(e=window.localStorage)||void 0===e?void 0:e.getItem("cs_ai_agent_locale"))||document.documentElement.lang||(null===(t=window.navigator)||void 0===t?void 0:t.language)||"").toLowerCase().startsWith("en")?"en-US":"zh-CN"}catch(e){return"zh-CN"}}function getDefaultWidgetTitle(){return"en-US"===getWidgetLocale()?"Support":"\u5728\u7ebf\u5ba2\u670d"}function getLauncherText(){return"en-US"===getWidgetLocale()?"Support":"\u5ba2\u670d"}!function(){const e={position:"right",themeColor:"#0f6cbd",width:"380px"},t=window.__CS_AI_AGENT_WIDGET_STATE__,n=t||{button:null,frame:null,frameLoaded:!1,frameReady:!1,initSent:!1,isOpen:!1,isMaximized:!1,configLoading:!1,frameHideTimer:null,frameDestroyTimer:null,config:null,frameConfig:null,frameUrl:null,animationDuration:260};function i(t){const n=Object.assign(Object.assign({},e),t||{});return n.baseUrl=String(n.baseUrl||window.location.origin).replace(/\/$/,""),n.apiBaseUrl?n.apiBaseUrl=String(n.apiBaseUrl).replace(/\/$/,""):delete n.apiBaseUrl,n.channelId=String(n.channelId||""),n.externalId&&(n.externalId=String(n.externalId)),"function"!=typeof n.getUserToken&&delete n.getUserToken,n}function r(e){const t=document.currentScript;return(null==t?void 0:t.src)?t.src.replace(/\/sdk\/agent-desk-sdk\.min\.js(?:\?.*)?$/,""):String(e.widgetBaseUrl||e.baseUrl||window.location.origin).replace(/\/$/,"")}function a(e,t){const{getUserToken:n}=e,i=__rest(e,["getUserToken"]);return t?Object.assign(Object.assign({},i),{userToken:t}):i}function o(){return function(){const e=n.config;if("function"!=typeof(null==e?void 0:e.getUserToken))return Promise.resolve("");try{return Promise.resolve(e.getUserToken()).then(e=>String(e||"").trim())}catch(e){return Promise.reject(e)}}().then(e=>{if(!n.config)throw new Error("channelId is required");return n.frameUrl=function(e,t){const n=r(e),i=new URL(`${n}/support/chat/`);return i.searchParams.set("channelId",e.channelId),i.searchParams.set("baseUrl",e.baseUrl),e.apiBaseUrl&&i.searchParams.set("apiBaseUrl",e.apiBaseUrl),e.externalId&&i.searchParams.set("externalId",e.externalId),e.externalName&&i.searchParams.set("externalName",e.externalName),t&&i.searchParams.set("userToken",t),i}(n.config,e),n.frameConfig=a(n.config,e),n.frameUrl})}function s(){n.frameHideTimer&&(window.clearTimeout(n.frameHideTimer),n.frameHideTimer=null),n.frameDestroyTimer&&(window.clearTimeout(n.frameDestroyTimer),n.frameDestroyTimer=null)}function 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