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Sequence for determining language in Web Messaging

Updated on November 30, 2023

The Web Messaging widget employs a series of conditional checks to identify the customer language during chat interaction. When you enable the real-time third-party translations for the Web Messaging channel connection, Digital Messaging Service uses the identified customer language to translate the customer messages using a third-party translation service, for example, Google Translate.

This feature enhances customer engagement and ensures clear and accurate communication across diverse language groups and geographical regions.

If you do not specify the customer languages in the Translate From list, or you do not provide support for localizations in Web Messaging for language determination, Digital Messaging Service will use the third-party translation service for such languages.

The Web Messaging widget follows a specific sequence and conditional logic to determine the language, continuing until a value is found. In the list below, if the first three conditions are not met, the widget reverts to the Primary Business Language configured in your Digital Messaging Manager Web Messaging settings.

  1. Menu selection
    If you enable the Allow customers to change language from widget header drop-down checkbox on the Language tab of your connection in Digital Messaging Manager, customers can choose their preferred language from a drop-down menu.
  2. lang parameter in the PegaChatTags script
    You can automatically pass a language in the website by using the lang parameter in the PegaChatTags script. For more information, see Passing website language using PegaChatTags.
  3. Browser language
    You set this option at the browser level and use this option if the Digital Messaging Service supports it. Customers can set this language in their specific browser, for example, in Google Chrome, by going to SettingsLanguages.
  4. Primary Business Language
    You set this value on the Language tab of your connection in Digital Messaging Manager. The system selects this as a fallback option, if none of the first three conditions are met.

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