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Posted: December 11, 2018
Last activity: January 14, 2019
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How to address multiple languages in a Web Chat interface.
I would like to know if there is an out of the box solution to have a web chat interface to speak in the detected language. And what is the best practice for creating the Conversation Flow so that it can adapt to the identified language.
***Edited by Moderator Marissa to update SR Details***
Hi,
first of all - everything in the WebChat conversation works the same as entire platform, the only difference is that for WebChat the copy of template's operator (configured in webchat channel configuration) is created so if the template has some locales specified, probably they will be used.
WebChat OOTB doesn't fully support multi-language configuration in simple way, there are some limitations but it is possible to handle the runtime in different languages.
If we are talking about the flow, I have some doubts about the "conversation builder" based solution as it uses non-question rule based question shapes. I would suggest to use the Question-Rule based questions in your flow and use the Paragraph rule as the question type - this will allow you to fully and easily localize the questions, what's more - you can nicely format them etc...
Please also keep in mind that for WebChat conversation it is important to have properly configured text analysis, by default text analyser (taxonomy and entities models) are generated for ENGLISH so it is able to detect only English. You would need to find your TextAnalyzer (Clipboard Viewer -> ChannelConfig page -> pyFreeTextModel property) and open it.
Please also note that some functionallity doesn't support the multi-language configuration