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Configuring a multilingual chatbot

Updated on December 3, 2021

To better support globally distributed business solutions, you use Pega Customer Service to configure a chatbot to ensure that it interacts with users in multiple languages.

Pega Customer Service Implementation Guide
The languages that you configure for the Digital Messaging interface also determine the languages that you can display that you can display on the Web Messaging interface.
  1. Open the Digital Messaging interface to configure multiple languages in it.
  2. On the Configuration tab, in the Details section, in the Supported languages list, select or enter a language, and then click Save.
    Note: The default language is English. However, you can change the default language to another language by displaying that language first in the Supported languages list.

    The first default language that you define acts as the fallback language for your channel interface.

    For example: For example, if you move German to the first position, and then move English to the next position in the list, then German becomes the default language.
  3. To configure the chatbot response in a language other than the default, in the Content section, click Add response to add a new chatbot response or edit a command by clicking Switch to edit more (gear icon).
    1. In the Response configuration window, on the Response tab, select the Response type, Response command, and Menu Template.
    2. In the Response text section, select a language in which you want your chatbot to respond.
      If you do not define text in another language for the Response Text, the system uses the text in the fallback (default) language for the field.
    3. Click Add new, then enter a chat response in the language of your choice, and then click Submit.
      Note: If you translate text into another language, for example, for a response command, the system creates a new language-specific ruleset only if the ruleset does not exist for the language. If the ruleset exists and is locked, to translate your text, ensure that you first unlock the ruleset in your application.
  4. Click Save.
  5. Define the heading of the Web Messaging widget in another language by accessing the Digital Messaging Manager, then opening your Web Messaging connection. On the General tab, in the Chat headings section, in the Language list, select a language.
  6. To add more languages for your chatbot, select the languages in the Supported languages list on the Configuration tab of your Digital Messaging interface.
  7. In the Chat headings section, enter the text in the specified language that you want to display as the widget heading, and then click Save.
Result: Web Messaging interacts in the configured language.


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