Use > Service Manager Collaboration > End User Chat > End User Chat administrator tasks > Set up End User Chat virtual agent > Configure language setting for virtual agent

Configure language setting for virtual agent

As a system administrator, you need to either updating the out-of-box language settings or add language settings for a new virtual agent. Consequently, Service Management detects the end user's language selection when logging on to the ESS portal or the end user's browser language preference when logging on to the Service Portal and then assigns this chat request to a virtual agent which has the same language setting.

Note In this release, virtual agent provides support for English, German, French, Spanish, Italian, and Dutch only. If the end user's input language is other than these six languages, Service Management assigns the chat request to Service Management Service Desk assignment groups based on the assignment rule configuration.

Caution Be careful with the language settings because the AIML files are related to the languages.

Follow these steps to update the out-of-box language setting for an existing virtual agent:

  1. Log on to Service Management as a system administrator.
  2. From the System Navigator, click System Administration > Ongoing Maintenance > Collaboration > Service Desk ChatBot.
  3. Click Search to display a list of existing virtual agents.

  4. Select a virtual agent, and then update the language settings on the Service Desk Chat Bot definition form.

    Tip You can also rename the virtual agent in this step.

  5. Click Save.

Follow these steps to configure the language setting for a new virtual agent:

  1. Follow step 1 and step 2 as described above.
  2. Type the name for the virtual agent in the Name field.
  3. Select a language from the Language drop-down menu.
  4. Click Add and Save.

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