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.

[Community Alums]

Hi @Mikael Karlsson ,

We have the same issue, any updates? Do you still set the variable inside the topic used for Live Agent transfer? 

The support agent linked your idea as an unfixed issue. 

BR Philip

[Mikael Karlsson]

Hi @Community Alums , yup two years ago we created this super simple (unsupported, own risk) workaround by letting the user pick language just before escalating and just sending that language code to the translation initiator script and it's worked like a charm. No language plugins or bulky translation overhead for the rest of the portal.

[Alex Coope - SN]

@Mikael Karlsson, from a UX perspective (and considering our best-practice advice), if the UI of the portal isn't translated in their language (apart from VA) how would they be able to self-serve with this approach (assuming the user's level of English comprehension is super low or non-existant?

[Mikael Karlsson]

@Alex Coope - SN We totally understand your team's "standpoint" but i believe this decision should ideally be "ours" as customers, i also think its in the nature of the platform's and other modules to surface configurability when the underlying architecture would support it.

We are a manufacturing company with over 30000+ colleagues and 200+ sites, since we haven't translated our portal, our blue-collars prefer to click the ServiceNow link on the desktop and then click chatbot icon and choose "Live Agent Chat" (the only English phrase to recognize).