@lukejames1u
Hi Luke,
If each language needs its own predefined greeting, you can use Virtual Agent localization rather than Dynamic Translation.
You can configure the greeting in the Chat Experience / Greeting configuration and maintain the language-specific text through the Messages (sys_ui_message) table. Virtual Agent uses the user's language to retrieve the corresponding translated message.
The flow would be:
User language >> Greeting message key >> sys_ui_message >> Language-specific greeting
For example:
Language Greeting
| English | Hello! How can I help you today? |
| Spanish | ¡Hola! ¿Cómo puedo ayudarte hoy? |
| French | Bonjour ! Comment puis-je vous aider ? |
This gives you full control over the wording for each language and avoids relying on automatic translation.
If you're using a custom greeting topic, make sure the greeting is implemented using the localization/message mechanism rather than hard-coded text. ServiceNow also provides gs.getMessage() / gs.getMessageLang() for localized Virtual Agent messages.
This would be the preferred approach when the business wants approved, human-written greetings for each language.
Note: I would not recommend creating separate greeting topics for every language unless there is a functional reason to do so. Keep one greeting implementation and localize the message.
