Posted: 17 Dec 2018 16:21 EST Last activity: 3 Apr 2019 9:08 EDT
Chat system messages language
During a chat interaction the customer can see some system generated messages like "You have been added to the queue. You are in position 1 of the queue." How can we change the language of that message?
Please refer to the attached screenshot for further details.
While this feature is not supported in Pega CS versions prior to 7.4 using a Pega UI, the REST APIs can still be accessed and used to upload the language translations using a REST Client like Postman. But this will work only if you are using the Pega Collaboration Cloud hosted Chat Engine. If that is the case, please log an SR and we will provide you the steps to upload the translations.
See pages 92-93 of the Pega Customer Service 7.4 Implementation Guide. Basically, "Message Customizations" is a tab in the chat server admin & config area. You upload an XML file (which you can edit in Excel) that contains the "Base" text in the first column (don't change them!), and your preferred text in the "Translation" column (change these). After the file is uploaded, the chat server displays your Translation text in the end-user chat UI.
Thank you for your guidance. The configuration has been done as per the Implementation Guide that you mentioned but I'm still seeing the chat system messages in English, despite having my Chrome language set to Spanish.
As I'm not too sure about the proper naming convention for locale in Pega I've created 3 Message Configurations - one for "es", one for "es-ES" and one for "ES-es". All refer to the same es.xml file attached to this thread.
What can I possibly be missing out? Please refer to the attached screenshots for further details.