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Hello Community,
When using omnichannel for customer service, there is a global real-time translation setting to set the default input language for the agent. When trying this out, it appears this is a global setting, such that 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.
Is there a way we can set it such that the system will understand to translate the chat from the customer to the local language of the agent? For example, we may have an agent working in English, and another agent working in French, so the English agent would like to see the translation in English in their agent experience, and the French agent would like to see the translation in French in their agent experience.
I have looked into the following articles, but it still appears the web resource would only default to one language for all agents. Is there a way to make it this language specific for each different agent?
https://neilparkhurst.com/2020/09/26/omnichannel-for-customer-service-real-time-translations/
https://docs.microsoft.com/en-us/dynamics365/customer-service/add-web-resource-real-time-translation
Any insight would be appreciated! Thank you!
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