Dynamics Community Forum Thread Details

Chat conversations start with Translation ON for some queues, and OFF for some others

Hi all,

The information I can access is limited because I am not an admin, but maybe I can still get some guidance.

We have Chat as a contact path for our customers. There's a BOT (PVA) per language on our website that gets some initial information from the customer, and then the Chat is transferred to one of out chat queues. What we have observed is the following:

if the chat is coming from one of our English PVAs, the conversation automatically starts with Translations OFF. Provided agent and customer speak EN, agents don't need to turn translations ON on the conversation. Those conversations look like this:

if the chat is NOT coming from one of our English PVAs, the conversation automatically starts with Translations ON. In other words, agents see something like this:

So the agents in non-English queues need to manually turn translations OFF on every session, or do a lot more of scrolling up and down due to the text unnecessarily appearing twice on the conversation (because both agents and customers speak the same language).

Now, for some of the languages we support, translations starting automatically ON is desired because we have English speaking agents using translation to support some exotic languages, but for other languages like French and Spanish this is not needed. So what I'm trying to know is how to make this happen intentionally.

Is there some kind of detection of the language being used by the customer, and the mismatch of that detected language compared to the queue's language is what triggers the translation to be automatically ON?

Is it the mismatch between the BOT's language and the Default Input Language (English) what causes it instead? If so, what if the language of the BOT was set as EN, even if the actual text is in a different language?

At the end of the day, what I need to know is what combination of PVA / Queue / Work Stream languages would result in Translation being automatically ON, and what other combination would result in Translation being automatically OFF, considering we can't change our Default Input Language to anything other than English.

Thank you very much!

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