Hi ServiceNow Community,
I’m working on enabling Dynamic Translation for Virtual Agent. Language Detection and Dynamic Language Translation are enabled for English, Polish, and Spanish under Conversational Interfaces > Settings > Virtual Agent > Multi-language Support.
Dynamic translation works correctly with the OOTB/default greeting, but not with our custom greeting setup.
Our flow is:
- Pre-chat survey → user selects an option.
- Custom greeting asks: “Please provide more details about your issue.”
- User enters free-form text in any supported language.
- We expect Virtual Agent to detect the language and dynamically translate it.
For example, the user's preferred language is English, but they enter their issue in Polish. The language is not detected/translated when using the custom greeting.
Questions:
- Is Dynamic Translation supported for free-form string inputs within a custom greeting setup?
- Is there any additional configuration required to enable language detection in this scenario?
- Is there an OOTB way for the user to view the original message from a Live Agent, similar to how the agent can click the globe icon to view the user's original message?
Any guidance or examples of the recommended configuration would be greatly appreciated.
Regards,
Faiqa Batool
