It is important to fully configure the Agent Chat application in order to make the Language Weaver Translation app features available. To do this, follow the instructions in the ServiceNow documentation for Configuring Agent Chat and the Configure Dynamic Translation for Agent Chat.
Before you begin
The Agent must have their preferred language set to anything other than "System (English)". The "System (English)" setting will prevent any Dynamic Translation features from working in
Agent Chat.
Procedure
- 1. Navigate to Workspace Experience > Service Operations Workspace or Agent Workspace. These workspaces also have their own URLs, so you can access the workspaces directly as well.
- Select the inbox icon
in the left bar and set the agent's status to "Available". This will add the agent to the available capacity, so that when a user initiates a chat, the agent will see the request in their inbox.
To test this feature, you must have a user initiate a chat from one of the workspaces where
Agent Chat is enabled, e.g., Employee Center or Service Portal. See the ServiceNow documentation to
Configure Agent Chat in a Portal.
You can use ServiceNow's impersonation feature to impersonate a user in one of these workspaces in a separate browser (or in "Incognito mode") to initiate the chat with the agent.
- When a chat has been initiated by the user and the agent has accepted the chat request, a new Active Chat panel will load in the Inbox. The Active Chat panel will display a message informing the agent that the "Message will be automatically translated from [user language]. You can click the message to see the original." The Active Chat panel will also load any chat history that the user had with the virtual agent before requesting the live agent chat. Once the Active Chat panel is fully loaded, the agent is able to write to the user in their preferred language (as set in their ServiceNow system preferences) and the agent's chats will be translated to the user's preferred language and vice versa.
It may take a moment for the
Active Chat panel to fully load and initialize the
Dynamic Translation app. You will be able to tell that the
Dynamic Translation app is fully functional when the virtual agent chat history is translated, and each chat item has a small wireframe globe icon

in the top right corner.