Chat system messages language
Hi,
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.
Regards,
Duarte
Knowledge Expert
FR
Also, please find attached the existing language pack. It has the sentences in english and spanish, but it's the english ones that are being showed up.
Pegasystems Inc.
US
@DuarteM7 : The ability to manage (and localize) system messages was part of the Pega CS 7.4 (and Pega Chat 7.4) releases, through the Message Customization feature.
What versions are you using?
- Matthew (@leesm)
Knowledge Expert
FR
Hi Matthew @leesm,
Thank you for your swift answer. We are using Pega 7.4. Could you please tell me a bit more about the Message Customization feature?
Regards,
Duarte
Contractor
NL
Hi Matthew,
Do you know if such feature exists on PegaCS v7.3? If not, then what other alternative can we use to approach this?... I believe we have exactly the same problem but just on a prior version.
Thanks,
Ricardo
Pegasystems Inc.
IN
Hello Ricardo,
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.
Avishek
Pegasystems Inc.
US
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.
Knowledge Expert
FR
Hi Matthew @leesm,
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.
Merry Xmas,
Duarte