Multi-lingual Support Steps

What is it? 

Multilingual Support for Solve provides customers with translations of their Solve workflows in up to 16 different languages, with the ability for admins to make edits on their own. Our goal is to make the process as automated as possible while giving admins the control to edit as needed.

Why are we launching this?

As Forethought has continued to grow, more and more of our customers have expressed interest in optimized translation capabilities. With this in mind, we set out to make the process of building workflows in foreign languages, as well as fine-tuning translated phrases, as seamless as possible.

How does it work?

This update will provide automated translation for Solve in 16 different languages. There will be two main functionalities available:

1. Automated translation. This will take the English Solve experience and automatically translate it to the desired languages (available in a checkbox format).
2. Edit automatically translated phrases. Admins will have the ability to make edits to the automatically translated phrases, something that previously had to go through their CSM.

Our customers are constantly looking for ways to improve their CSAT and to increase retention rates. Meeting their customers where they are—in their preferred language—will help them provide the premium service their customers expect.

There are a few ways to apply this multilingual support. First, if a customer starts chatting in a particular language, Solve can recognize this and reply in that language. It can also adjust to a new language if a customer changes their language in the middle of the conversation. Additionally, admins can set up languages to be applied automatically based on geographic data.

What languages are available?

Currently, 16 of the most common languages are available, with additional options to be added in the future. These are:

• Catalan
• Chinese (Simplified)
• Chinese (Traditional)
• Dutch
• English
• French
• French (Canada)
• German
• Italian
• Japanese
• Korean
• Norwegian
• Portuguese
• Russian
• Spanish
• Swedish
  
  

How do I get started?

Click on the Configuration tab, and then navigate to Translations.

Click to check any languages that you would like to enable, then click on “save” to automatically translate all saved workflows into the language of your choice.

Note:

• Clicking save will translate content from all workflows or versions of workflows in a saved state. Any workflow or versions of workflow in a draft state will not be evaluated for translation.
• If at a later date, workflows in a draft state are saved, auto-translate will be dynamically applied to the saved changes.

For all enabled languages, you can see a list of workflow steps in English and the auto-translated value per language.

Use the Translations droplist to toggle between languages.

Use the Type droplist to toggle between proactive prompt, entry step, or individual intent translations.

If you would like to provide a more accurate translation, enter it via the translation box, ensure to click on “Save”.

After saving a manual change, if you would like to change back to the automatically translated value, click on “restore” to revert back to the original translation.

Last step! When you embed the widget onto your site, if you would like the conversation to start from a language, add the “data-ft-embed-script-language” script tag, specifying the language that you would like the chat to start with. 

For example, of you’d like conversation from Dutch, add the following script tag to the page the widget is embedded:

data-ft-embed-script-language = "nl"

If the script tag has not been specified, the conversation will default to start in English.

Note that this has to be one of the languages that is enabled in the translations panel. If no language is specified here, then Solve will learn to recognize the input language of your customer when they type to ask a question, and run the rest of the support experience in that language.

List of language codes below: