Hi @pavithrajrs ,
I get what’s causing the confusion, so let me explain this properly. There’s a clear difference between System Localization Translations (SLT) and Dynamic Translation (DT) in ServiceNow, especially when we talk about Virtual Agent.
System Localization Translation (SLT)
SLT is the standard translation mechanism that ServiceNow has had for years.
Whatever you put in the Translations tab gets stored in the four system localization tables. That’s why SLT is manual and static:
> You must enter translated values yourself
> Language packs pre‑fill many of the system fields
> Anything missing must be translated manually
> The system only displays what is stored in those translation tables
If there’s no translated value, the user simply sees the base language.
Dynamic Translation (DT)
DT works in a completely different way.
It doesn’t rely on any of the translation tables. Instead, it uses an external translation engine (mostly Microsoft Azure Translator) to translate text instantly at runtime, without storing anything in the database.
So:
>No manual translation entries
>No dependency on the I18N packs
>The original content stays in one language
>Translation happens automatically when shown to the user
And yes , this part is important :
DT is enabled instance‑wide once the plugin is activated.
Meaning it can translate: Forms ,Workspace ,Knowledge articles , Virtual Agent , Agent Chat , Portal messages , Notifications (some parts)
But every area might need small scenario‑specific configurations — such as enabling related properties, adjusting attributes, toggling settings in Agent Chat, or validating supported languages. Without those small tweaks, translation may not trigger for that particular feature.
So DT becomes “available everywhere,” but you still have to switch it on or configure it in places where it’s not active by default.
DT Plugins for Conversational Interfaces
Virtual Agent and Agent Chat each have their own DT plugins:
- Dynamic Translation for Virtual Agent
> For translating Virtual Agent topics automatically during conversation.
- Dynamic Translation for Agent Chat
> For translating conversations between the end user and the live agent.
Both must be installed if you use both channels.
How to Configure Dynamic Translation
- Install the required DT plugins
(DT base + VA DT + Agent Chat DT if needed)
- Set up the Azure Translator connection
Go to:
Connections & Credential Aliases > MicrosoftTranslation
Create the connection > add Azure key > add region > save > test.
Your Azure team provides the credentials.
- Activate the provider
Go to:
Translator Configuration > Microsoft Azure Translator > Activate
This makes Azure the active translation engine across the platform.
Testing DT in Virtual Agent
Once the setup is done:
- Change your interface language
- Open Virtual Agent
- Start any topic
You’ll notice that the topic flows, prompts, and user messages are translated automatically.
You don’t need translated copies of every topic — the VA keeps them in the base language and DT handles translation on the fly.
Dynamic Translation for Agent Chat
If you’re using Agent Chat, there’s one extra step:
Conversational Interfaces → Settings → Agent Chat → Enable Dynamic Translation
After enabling it:
The user can message in any language
The agent can respond in their own language
Both sides see translated text in real time
Hope this clears things up.
If it helped, feel free to mark it helpful.
Thanks!
