---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure DTAC

# Configuring Dynamic Translation for Agent Chat {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Configuring Dynamic Translation for Agent Chat

Dynamic Translation for Agent Chat (DTAC) enables real-time translation of chat conversations between agents and requesters in different languages.
This functionality enhances global support by automatically translating messages based on the preferred languages in user profiles and supports both logged-in and guest users through language detection.
DTAC is disabled by default and requires specific setup steps before activation.
Show full answer Show less  

## Prerequisites and Activation

* Integrate with a translation service provider compatible with ServiceNow.
* Migrate to version v3 of the translator configuration.
* Translate a knowledge article to confirm translation readiness.
* Set up Agent Chat and activate at least one language.
* Enable the Dynamic Translation for Agent Chat plugin (com.glide.cs.dynamic.translation.agent.chat), which also activates related plugins and system properties that control synchronous or asynchronous translation modes.

## Functionality and Usage

* DTAC translates user messages, system messages, Virtual Agent chat histories, record card field values, and various rich controls used in chat conversations.
* Virtual Agent topics must be pre-configured in the desired languages to ensure seamless handoffs from Virtual Agent to live agents, preserving chat history in the agent's preferred language.
* DTAC does not translate record card labels; for label localization, configure system localization properties under System Properties \> System Localization.

## Monitoring and Reporting

ServiceNow customers can monitor DTAC usage by generating reports that track the number of chats utilizing dynamic translation. This is done by counting true values in the Translated column of the Interaction table, accessible via Agent Workspace interaction records.  
Activate Dynamic Translation for Agent Chat (DTAC) so chat conversations can be translated from one
language to another.

![Video link to Dynamic Translation.]()
[Dynamic Translation for Agent Chat](https://www.youtube.com/watch?v=IsRVDvjHqXw) Watch this video for more information on global support with Dynamic Translation for Agent Chat.

## Prerequisite steps {#configure-dtac__section_x3s_ncc_dqb}

These tasks must be completed before activating DTAC:

* [Integrate with a translation service
  provider](https://www.servicenow.com/docs/access?context=integrate-translation-service-provider&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
* [Migrate to version v3 of a translator
  configuration](https://www.servicenow.com/docs/access?context=migrate-v3-dynamic-translation&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
* [Translate a knowledge article](https://www.servicenow.com/docs/access?context=translate-knowledge-article&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
{#configure-dtac__ul_lqd_qcc_dqb}

## Activating DTAC {#configure-dtac__section_wl3_4wf_cqb}

DTAC translates chat conversations from one language
to another. The preferred languages for the agent and requester are based on their user profiles
and a translation service translates the messages into the defined language of the other
participant. Translation service providers support language detection for requesters who are not
logged in to ServiceNow®, also referred to as guest users.  
DTAC is inactive by default. Before activating DTAC, the following requirements must be completed:

* [Dynamic translation](https://www.servicenow.com/docs/access?context=dynamic-translation&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
* [Set up Agent Chat](https://www.servicenow.com/docs/SE890aioSqFB3n6_P4gOkg "Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. Through Agent Chat, agents interact with end users, create incident or case records, or transfer chats to another agent or queue.")
* [Activate a language](https://www.servicenow.com/docs/access?context=t_ActivateALanguage&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
{#configure-dtac__ul_f4l_5wx_kpb}

Activate the Dynamic Translation for Agent Chat plugin
(com.glide.cs.dynamic.translation.agent.chat).  
This also activates these plugins:

* Dynamic Translation (com.glide.dynamic_translation)
* Conversational Dynamic Translation (com.glide.dynamic_translation.va_async)
{#configure-dtac__ul_sf3_wmm_h4b}  
and these system properties:

* true - sync
* false - async
* absence of this property - async
{#configure-dtac__ul_ofw_2zw_msb}

## Transferring from Virtual Agent to a live agent {#configure-dtac__section_odt_mzf_cqb}

When an agent accepts a chat, they can see the chat history between the Virtual Agent and requester in their preferred language for more context.

Virtual Agent topics must be set up in the desired languages before using DTAC. To learn more about how to set up topics, see [Virtual Agent Designer](https://www.servicenow.com/docs/ZSHubJIiz1AbowMvQgaAog "The Assistant Designer Asset library includes a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.").

## Translation support in chat conversations {#configure-dtac__section_l32_l1g_cqb}

When
DTAC is enabled, these items are translated in chat
conversations:

* Users' messages
* System messages
* Virtual Agent chat history
* Record card field values
* Rich controls{#configure-dtac__table_vfq_545_fqb__entry__2}

  | Type | Rich Control |
  |-|-|
  | User input | String |
  | User input | Static choice list |
  | User input | Reference choice |
  | User input | Boolean |
  | User input | Date time |
  | User input | File picker |
  | User input | Carousel |
  | Bot response | Text |
  | Bot response | Single link |
  | Bot response | Multiple links |
  | Bot response | Multi-flow output |
  | Bot response | Script output |
  | Bot response | Record card |
  [ ]

  {#configure-dtac__table_vfq_545_fqb}

{#configure-dtac__ul_xlb_445_fqb}

DTAC does not support record card labels. For
this functionality to operate, system localization properties must be configured. Navigate to System PropertiesSystem Localization. For more information, see ServiceNow® product documentation on
Localization settings.

## Analytical reports for DTAC {#configure-dtac__section_kdb_tfg_cqb}

You can generate a report that counts the number of DTAC chats, to assess how many conversations use the DTAC option.

Monitor the number of true values in the Translated column in the Interaction table. For more
information, see the ServiceNow® product documentation on Interaction records in Workspace Interaction records in Agent
Workspace.

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