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Real-time translation with Digital Messaging and the Web Messaging widget

Updated on November 30, 2023

Digital Messaging Service supports real-time chat translation by using third-party translation providers, enabling two-way seamless communication between CSRs and customers from different regions and languages. As a result, your organization can expand its global reach, helping to foster stronger relationships with customers in their preferred language.

The real-time translation component for Web Messaging makes use of the following configuration:

Primary Business Language
The primary business language for Digital Messaging Manager users. This is the language customer messages are translated into for the CSRs using the Pega Customer Service desktop. You can enable any of languages specified in the Supported Languages field, on the Configuration tab of your Digital Messaging channel interface.
Customer language enabled for translation
The original language in which customers write the message using the Web Messaging widget. The list of supported languages consists of those languages provided by the third-party translation service.
Note: For languages without out-of-the-box localizations in the Web Messaging widget, you must add custom localizations manually. For more information, see the Adding custom localizations in Web Messaging.
Third-party translation
You are responsible for creating and managing your own account with the supported translation services.

Consider the following information when using real-time translation in the Web Messaging widget:

  • The translations received from the third-party translation service will override any configured replies in your Digital Messaging channel interface in the Target language.
  • Third-party translation applies to messages from customers, chatbots, CSRs, as well as system messages. It does not apply to the labels, menu options, and hover text in the Web Messaging widget user interface. Digital Messaging Service or your own custom localization accounts will handle the translation of these items.
  • Previous topic Adjusting the Web Messaging widget appearance
  • Next topic Enabling real-time translation for Web Messaging

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