Can Virtual Agent switch from user's language in chat to English if decide to open ticket?

[Jennifer R]

We are considering switching to the ITSM Professional version, primarily so we can start using virtual agent.  One of our requirements is that users can chat using their native language (we support about 5 languages), but if the virtual agent can't solve the issue and they chose to open a ticket, whatever is passed from the chat be converted so that the ticket is always in English.  Is this possible?

[Mark Roethof · Accepted solution]

Hi there,

In short: Yes. The Virtual Agent supports multi-language. The out-of-the-box topics are also for the better part setup for multi-language usage (not 100%).

When designing your own topics, you can just use the common multi-language approaches. Like using gs.getMessage for example. The Bot responses also support No Code, when you enter the response in English upon designing, you can just add UI Messages to support multi-language usage.

Number of languages... no issue. Completely up to you!

Obviously, if you let a user enter free form text to insert as a comment or short description for, for example an Incident, this won't be translated. But that's normal behavior of course.

If you are interested in some examples, just let me know.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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Interested in more Virtual Agent? Have a look at some articles I wrote:
- Rate their experiance topic
- Changing the bot appearance
- Enhanced Check Ticket Status topic

[kalyani22]

Hi Mark,

I want to implement the virtual agent for HRSD application, and I want a support of only one langauge on it. How it can be achieved?

I don't want any changes of the language on the platform, but just for virtual agent.

OOB only English Language is supported.

[Jennifer R]

OK.  Thanks!  That is helpful.  So, if they do have to enter a short description of the ticket we would have to instruct them to use English or format things so that free text is not an option to pass to the ticket.  

[Mark Roethof]

Hi there,

Yes, that's correct. It's a bit the same as working with Catalog Items for example or Incidents in the Platform UI. Entering a free form text at for example a description field, will not be translated. Though working with choice lists, references, etc., translation of inputs is possible.

Translation of Bot responses are all possible multi-language.

Kind regards,
Mark