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Enabling real-time translation for Web Messaging

Updated on December 15, 2023

Help ensure that your customers can interact with your Pega Platform application, regardless of their language or region. By using real-time translation in the Web Messaging widget for your Digital Messaging channel interface, you enhance customer satisfaction and help to expand the reach of your organization's business services to a wider audience.

Before you begin:
  1. In your Digital Messaging channel interface, click the Connection tab.
  2. Click Manage connections.
  3. In the Digital Messaging Manager window, edit your Web Messaging connection, and then click the Language tab.
  4. In the Primary Business Language list, select the language that CSRs will interact in.
  5. Optional: To let customers select another language from the Web Messaging widget menu, select the Allow customers to change language from widget header drop-down checkbox.
  6. Optional: To add localization languages for the Web Messaging widget, in the Web Messaging field localization section, upload custom localizations.
  7. In the Real-time translations section, turn on the Enable real-time translations switch.
  8. In the Translation service list, select a third-party translation service.
    For example: Select Google Translate.
  9. If you selected the Google Translate service, in the API key field, enter the API key for this third-party translation service.
    You generate a Google Translate API key for your Google Cloud account. For more information, see Configuring Google Translate API key.
  10. In the Customer languages enabled for translations list, select one or more languages that customers will interact in.
  11. Click Save.
For example:

The following figure shows how to configure real-time translation for the Web Messaging channel connection. This sample configuration uses the Google Translate third-party service, and it enables customers to communicate in Dutch, French, German, Spanish, and Swedish languages with CSRs who respond in English:

Configuration for real-time translation, in Digital Messaging Manager, on the Language tab
Sample real-time translation configuration for the Web Messaging widget, in Digital Messaging Manager, on the Language tab.
  • Previous topic Real-time translation with Digital Messaging and the Web Messaging widget
  • Next topic Configuring Google Translate API key

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