Connect to Preferred Language Live Agent

[Gaurav Shirsat]

                                                  Connect to Preferred Language Live Agent

Usually when we click on connect to live agent the user get redirected to the live agent

1) based on language of user in profile with same language chat queue

2) same language chat queue and available live agent.

Now, what if user wants to interact with the Live Agent with different language than the user's language set in user profile? this article will explain you, how to do this with very small customizations.

we have OOB Topic in Virtual Agent named "Transfer to Live Agent" which routs the user to available live agent.

Now follow below steps

step 1:-

Duplicate the OOB Topic Transfer to Live Agent

Give suitable name to the topic

add an static input activity after the decision utility in your duplicated topic as follow.

Post this we have to add one script action utility after this activity as shown below

embed the below script in the script action activity.

var gr = new GlideRecord("sys_user");

gr.addQuery("sys_id",vaInputs.user.getValue());

gr.query();

if(gr.next()){

//language is the backend name of static activity which provided language option to user.

gr.u_virtual_transfer= vaInputs.language;

gr.update();

}

vaSystem.connectToAgent();

Step 2:-

Now , I am assuming that you have all your chat queues ready for different language service desk teams in chat queue. i.e Application nav-->Advance Work Assignment-->Queue

Now make adjustment as shown in below image to your language queue as, peroform .walk openedfor.Virtual Transfer followed by your language queue respectively.

Step 3:-

Create a new choice field in sys_user table. as per your wish, you can make it available on form later or not.

Step 4:-

Replace OOB Transfer to Live Agent with your Duplicate Topic in all the Topics where you want user to connect to live agent.

You can review my other Articles as below

Uses of hasRole() Methods (client and server side)

Reference Qualifiers

Order a Catalog Item via Virtual Agent

Connect to Preferred Language Live Agent

Thanks and Regards

Gaurav Shirsat

ServiceNow Community MVP 2022

[gkbhandare003]

Hi Gaurav,

Thank you for this article.

I have one suggestion, instead of updating sys_user record for each new interaction for the user, we can achieve this with live agent variables as well..

We can use the LiveAgent_language variable, assign preferred language to it and add condition in queue to check if the preferred language.

Your static input:

Note: LiveAgent_language variable holds Two-letter language code, hence we have to give value to store for language according to that check same in queue condition.

Script to add in Connect to Agent utility:

vaVars.LiveAgent_language = vaInputs.preferred_language;

Condition in Queue:

Any thoughts?

[Gaurav Shirsat]

Hello @gkbhandare003 

yes we can proceed with that, but this we did because we already have this custom field in user table.

Here the major concern is to route user to the Queue. main part is to work on OOB Live Agent Topic and further we can bypass as suitable to client.

Important Steps:-

Chat Conditions

Options in VA Chat

Thanks and Regards

Gaurav Shirsat

ServiceNow Community MVP 2022

[brownb4]

Both admins and agents can choose their own language directly on the login screen to the LiveAgent agent panel. You can choose available languages in Configuration > System > Languages section. By default all available languages are imported and active We  love language test   can use the LiveAgent_language variable, assign preferred language to it and add condition in queue to check if the preferred language. Your ...The dynamic translation is one of the features of Virtual Agent that offers a real-time, in-context translation that facilitates communication and collaboration as a solution to language constraints. Chatbots and virtual agents are similar; they're both software, but there are important differences. Chatbots are simpler and don't use AI. Virtual agents are more sophisticated, can offer better answers, and utilize AI to deliver the assistance customers need.

[Shiva Durga Pra]

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