HELP FILE

How to provide a chat window in multiple languages

You can set a chat window to be displayed in any of seven pre-translated languages or 35 custom languages. There is no need to create multiple chat windows for multiple languages.

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link. Multi-language set-up for chat windows is part of the branding procedure.
  1. Using the desktop Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the desktop Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    The New Custom Chat Window is displayed.

  2. On the New Custom Chat Window window, open the Brandings tab.
  3. On the Brandings tab, next to Languages, click ... (three dots button). The Available Languages window is displayed with only pre-translated languages listed.
  4. Choose the languages in which you want the chat window to be made available. Don't see the language you want to add? Click List all languages to display languages for that have not been pre-translated.
  5. Set a language as default. The default language is shown to visitors when no translation is available in their own language.
    For example, if English is your default language, then a visitor from Poland will see the chat window in English unless you specifically selected Polish as a provided language and added a Polish translation.
  6. Customize the window and translations, as follows:
    1. Select an item under Groups > Keys
    2. Under Text, choose the language you want to edit.
    3. Change the text or settings.
    4. Continue making other changes.
    5. Save your changes.
    Remember: BoldChat provides translations in the following languages: English (en-US), Dutch (nl-NL), French (fr-FR), German (de-DE), Italian (it-IT), Spanish (es-ES), Portuguese (pt-BR). For all other languages, you must provide your own translations.

Can I allow visitors to choose a language? Yes. Go to New Custom Chat Window > Pre-Chat Form > Enable > Language Selector.

How does BoldChat know which language to show to a visitor?

Visitor language is determined as follows:
  • Selection made by the visitor on the pre-chat form (stronger than all other parameters)
  • Language parameter passed by the HTML snippet
  • Visitors browser language setting
  • Visitors IP

BoldChat looks for a branded (localized, translated) chat window for the chosen or detected language. If no branding exists, the default language is shown.

Tip: The visitors language is saved as a property of the chat. This property can be used for routing chat, and can be displayed to the operator. A language property can also be set for departments, allowing automatic filtering.
Remember: To implement a chat window, you must associate it with a chat button definition.