Chat in Browser UI: Agents can Select the Language for Translation

For those organizations that utilize the Chat Language Translation feature, agents can manually select the language used for the language translation during the live chat session. Prior to this enhancement, agents were not able to adjust the language used for translation. Now, agents can easily access the language selector during the live chat session, and make the change.

For example,

  • The interface language is set to English
  • The customer's preferred language is Spanish
  • The Language Translation Service identifies the customer's preferred language as Italian
  • Then the agent can change the language used for the translation to Spanish, by making a selection within the new language selector, so that the customer receives the agent's messages in Spanish instead of Italian

Agents can Select the Language for Translation

Agents can Select the Language for Translation

Business Value:

Chat Agents are more efficient through the use of artificial intelligence.

Steps to Enable

To enable the language selector for agents, follow the steps outlined here at cx.rightnow.com by searching for "Requirements to configure Language Translation for Chat" or Answer ID 12842

Tips And Considerations

  • A helpful answer can be found at cx.rightnow.com by searching for "Requirements to configure Language Translation for Chat" or Answer ID 12842
  • This feature does not require a 25A CX updateThis feature does require Engagement Panel version 17+
  • This update is available starting February 21, 2025

Access Requirements

  • Chat Administrator
  • Chat Agent