This documentation supports the 20.02 version of Live Chat.
To view an earlier version, select the version from the Product version menu.

Supported languages and locales

When an end-user submits text in the Self Service Portal, a language identifier is passed with this text that identifies the language the user used. The default language code for the chat server is specified in the Virtual Chat Administration Console. If the language code for the incoming text does not match the default language code, the Master Chat Record calls a translation plug-in to convert the incoming message to the default language. This translated message is the version of the message that is stored and processed. The original message is not kept.

Supported languages and locales

  • English—en
  • French—fr
  • German—de
  • Italian—it
  • Spanish—es
  • Japanese—ja
  • Simplified Chinese—zh-CN
  • Korean—ko
  • Brazilian Portuguese—pt-BR

How localization works

All data is processed and stored in the default language defined in the Virtual Chat Administration Console. Automatic language translation is turned off by default, and can be enabled by the administrator. When the administrator turns on automatic language translation, the administrator also sets the default language for the chat system.

If the self-service user sends messages in a different language than the system default setting, the text is translated before any processing occurs. Therefore, it is possible that the self-service users might see their question differently than how they first typed it. This change occurs because the question is translated to the default language first, and when returned it is translated back to the user's language.

For data that is received on the Self Service Portal, if the user specified a language other than the default language, the message is originally received in the default system language and initially displayed in that language. Live Chat then issues translation requests to the Google Translate online translation service, starting with the most recent item first and progressing to the oldest item until all requests have been processed. 

The supported locales are used to display the Self Service Portal user interface in other languages. By default, the Self Service Portal is displayed in the browser locale for the end-user. For example if a self-service user sets the browser locale to Spanish, all buttons and other user interface elements are displayed in Spanish. If you customize the user interface, you can customize the interface for any of the supported languages.

In this release, all system messages, such as Agent has joined the chat, are not localized and are displayed in English.

If you need to support double-byte languages in chats, you must install Remedy Action Request System with Unicode support. For more information, see  Unicode considerations, support, and migration Open link in the Remedy deployment documentation. 

Related topics

Defining global language settings

Setting language options and translation

Supported languages and locales Open link  in Smart IT.


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