Chat in Browser UI: Off the Record Data is Configurable for Language Translation

For those organizations that utilize the Chat Language Translation feature, Administrators can now configure whether "Off the Record" data is translated during live chat sessions. By default, this feature is enabled, meaning "Off the Record" data IS SENT to the language translation service. By default, agents see all "Off the Record" messages in the translated state. Now, Administrators can easily prevent Off the Record messages from being translated.

Below is an example of the default setting in which "Off the Record" data is sent:

  • The interface language is set to English
  • The customer's preferred language is Spanish
  • The new Off the Record option is enabled
  • When the customer sends an Off the Record message in Spanish
  • Then the agent receives the Off the Record message in English

Given the new option is disabled, then "Off the Record" data IS NOT SENT to the language translation service. In this case, agents see all "Off the Record" messages in the customer's preferred language. For example:

  • The interface language is set to English
  • The customer's preferred language is Spanish
  • The new Off the Record option is disabled
  • When the customer sends an Off the Record message in Spanish
  • Then the agent receives the Off the Record message in Spanish

Off the Record is Configurable for Language Translation

Off the Record is Configurable for Language Translation

Business Value:

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

Steps to Enable

To configure the option for Off the Record data, 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

  • Important Note: Oracle cannot prevent an agent from taking the Off the Record message and using a third-party translation tool to translate the message
  • 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 update
  • This feature does require Engagement Panel version 17
  • This update is available starting March 21st, 2025

Access Requirements

  • Chat Administrator
  • Chat Agent