Questions regarding Dynamic Translation on Agent Chat

[Frank Silveira]

Hello Experts,

I'm looking for someone with experience in Dynamic Translation on agent chat to answer some questions/issues I'm currently having with this functionality.

I've recently configured the Dynamic Translation with our internal translation provider, created a subflow to call the service via REST and used a OOB detect subflow called "Detect Language V4".

The current issues that I'm facing are:

- Even if the chat detects the correct language of the user (shown at the top of the chat in the agent side) it sometimes sends the initial message in English anyway.

- If the agent has multiple chats in multiple languages opened at the same time, eventually the languages will be confused and translated incorrectly (eg: agent with an italian and french chat opened at the same time, will sometimes send something in french to the italian customer and vice versa).

- It seems that the last translated message is being cached and if the message is sent again (immediately after), it will be used the translation in cache instead of translating the message. (eg: If the agent sends "How can I help?" to a german user, it will translate to "Wie kann ich helfen?". If the agent sends the exact same message to a french user, immediately after, the translation will be "Wie kann ich helfen?" instead of "Comment puis-je aider?".)

Are these problems of incorrect configuration?

Did any of you had any similar experience with this?

Thank you for your time and assistance.

[RaghavSh]

Raise a HI support ticket with SN as this issue will need access to your system for troubleshooting.