When using the live chat channel in omnichannel for customer service, there is a global real-time translation setting to set the default translation input language for the agent. When trying this out, it appears this is a global setting for the environment, meaning if we set this setting to English, all agents in the system will see the chat message from the customer translated to English. If we set this setting to French, all agents in the system will see the chat message from the customer translated to French.
However, there are many organizations whos customer service agents work in different regions and in different languages. It would be important to have the ability to set the real-time translation for the live chat agent, based on the local preferred language setting of the agent - for example, if the agent specify the language setting in their Dynamics 365 personal setting, or browser setting.
We could have an agent speaking in English and another agent speaking in French from different geo locations. The English agent would like to see the live chat translation done in English in their agent window experience, and the French agent would like to see the live chat translation done in French in their agent window experience.
I would imagine this is a common requirement, and would be great to have this capability on the roadmap if it's not there already. Thank you!
Comments
You can override the agent's language to be used in translation for the conversation via initializeNewConversation API. Easiest way is for customer to achieve this ask is to have a custom field on agent user profile and fetch that while the translation is initiated.initializeNewConversation API method is required to be implemented in web resource. It is called once, as soon as a new conversation invitation is accepted, or an existing conversation is opened from Agent Dashboard. It provides you information about the conversation to take certain decisions, for example, the translation API engine that should be used for a conversation.See this sample web resource for more information on how to implement the initializeNewConversation API.
Category: Live Chat