Dynamic Translation for Chat without having to install language plugin and change portal language!

[Mikael Karlsson]

We're in a pickle since we want to do dynamic translation of chat without necessarily changing the chatting user's portal language. This is not possible at the moment according to Support.

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Please vote for my idea!

https://support.servicenow.com/kb?id=view_idea&sysparm_idea_id=d74e74891b7fd910587a11751a4bcb96&sysp...

Idea body:

I know there is a similar idea which was closed with "unlikely to implement" but this needs to be looked at again.

Dynamic Translation can detect language easily, why are we then forced install non-uninstallable portal translation plugins and set preferred language in the user profiles in order to support that language in the chat? The platform gets cluttered with feature translations and users are forced to view a "not very well translated" portal.

I bet you there are hundreds of customers which want to keep their portal in English but allow live chat translation for workers who want quick support but are not comfortable with English. It would have been so simple to detect and confirm the first utterance language and then continue the session using that. Or introduce a "preferred chat" language field on the user, which DOESN'T translate the whole portal.

The product team really needs to rethink this and utilize the potential of Dynamic Translation.

[Mikael Karlsson]

The hack/workaround of enabling a language through background script without having the i18n plugin installed and setting that language on a User causes this translation prompt whenever a new browser window is used to visit the portal:

In an organization with 35000 users we can't simply force any of the options on a global scale since some locations likely use the browser translation heavily already, so each user who has done a translated chat and gotten their language set would need to choose an option.

I still firmly believe that a more modular approach would be needed, either relying on dynamic translation language detection properly or implementing a "preferred communication language" field on the user in addition to the current language field which can be considered "interface language".

@Victor Chen, it would be extremely valuable and powerful to have control over the translation when transferring from Virtual Agent to human Agent without involving portal language in any way. We could simply detect the language or ask the user in a topic.

if(vaSystem.isLiveAgentAvailable()) {
	const config = {dynamicTranslationLang:"sv",dynamicTranslationEnabled:true};
	vaSystem.connectToAgent(config)
}

[Alex Coope - SN]

@Mikael Karlsson,

So there is already a Language Detection spoke for exactly that type of scenario with Agent Chat,

Many thanks,
kind regards

[Mikael Karlsson]

@Alex Coope - SN Exactly, i'd like to use the Language Detection spoke instead of configuring the Language on the User profiles. If you are saying that scenario is possible then we're thrilled!

[Alex Coope - SN]

Have you seen this article on docs?

[Mikael Karlsson]

Thanks! I've not seen that article but it definitely looks promising. Enabling languages but keeping user profile language as English and detecting with virtual agent before escalation to human agent. Must be a new feature because our implementation partner and support was really firm that the user profile language needed to be set. I'll do my best to configure and then report back.