Dynamic Translation for Virtual Agent with Custom Greeting topic setup and Pre-Chat Survey

[faiqabatool]

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:

1. Pre-chat survey → user selects an option.
2. Custom greeting asks: “Please provide more details about your issue.”
3. User enters free-form text in any supported language.
4. 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

[sredniaawaz]

This is an interesting setup. Since Dynamic Translation works with the OOTB greeting but not with the custom greeting, I’d first check whether the custom input is being handled differently from the standard Virtual Agent input. It may be worth verifying how the free-form string is captured and whether language detection is triggered for that input type.

For the Live Agent side, I’d also check whether the original user message is retained in the conversation transcript and whether the globe icon behavior is available for custom-translated messages. If anyone has implemented this with a custom greeting and pre-chat survey, an example configuration would be really helpful.