Add language codes to your requests

If you automatically trigger Agent Connect requests from another system, you will need to update the JSON payload to include a language field, as shown below:

{
    "employee": {
        "email": "jeremy@blancapeak.com"
    },
    "customer": {
        "email": "simone@example.com",
        "name": "Simone"
    },
    "channel": "chat",
    "language": "en-gb",
    "country": "gb"
}

• The language field value should match the ISO 639-1 standard and may include an optional ISO 3166-1 country code for localized language (for example, "en" for English, "fr-ca" for Canadian French).

  A full list of supported language codes can be found in ​Supported languages: Feature matrix and ID codes.

• If you know the country from which the customer has contacted you, include that in the request.

  Including the country can be helpful in reporting and will allow for further customization in the future. Country names must be provided in two-character ISO-3166 alpha-2 format (for example, "DE" for Germany and "CN" for China). This will often be the same as the country code, but could differ. For example, if a Spanish language interaction takes place with a customer in the United States, the language code and country code would differ.

Confirm translations for each language

Agent Connect uses pre-defined terminology and default phrasing for supported languages, including reward labels and button names.

However, not all question types include default translated verbiage. Before deploying surveys in a non-English language, you will need to enter text for any fields that do not already contain default translated verbiage, as seen in the example below for an FCR question:

Test each language thoroughly

Before going live with a new language, test the auto-triggering functionality. Your development team can use your test API key to confirm that auto-triggering is working as expected before going live. You can then use your production API key with your integration source.