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How do I set up chat to support multiple countries and languages?



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Elissa Tikalsky

Zendesk Digital Resources Team

Edited Jan 22, 2024


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2 comments

Elissa Tikalsky We would like to start offering chat to our customers BUT due to shortage of staff can only do so with our german speaking team. The widget is live on all pages (french, italian, spanish etc. and it shows content in the different languages properly for Help Center searches). I know I can configure different departements by groups in chat and all, but I can't figure out how to tell the widget to only offer chat on the countries website widget, where we have a team that is available for chat. I know this must be possible. Can you tell me how I can set up the following scenario: 

Test chat with only german speaking team: (set office hours and chat agents for Department "German Support" I have done already, and only for this team chat is enabled + I know only when agents are set to "online" status chat will be offered in the widget) but I need this to only show up on the widget on our .de / .at / .ch websites. In trainings triggers were mentioned, but I have not been able to figure out a trigger that does this. 

When I activated chat for testing, allthough ONLY german Departement has chat enabled, the chat was still offered on the website in french/dutch/spanish etc. 

Look forward to your response here. Thank You for your help in advance. 

Kind regards,
Yvonne 

2


image avatar

Dane

Zendesk Engineering

Hi Yvonne,

Below is an example of a script that uses Chat API. You will need to add it on your website. This example shows the Web Widget as online for Chat only when the German-Support department is online. When this is true, the department is automatically set to German-Support and the option to chat appears for the visitor. If the department's status is not online, then Chat is suppressed, and only the other enabled features of the Web Widget (Classic) (for example, the ticket form or Help Center search) are shown to the visitor. 

Please take note that this is for instructional purposes only and is outside our scope when it comes to implementation and troubleshooting.
 
<script id="ze-snippet"
src="https://static.zdassets.com/ekr/snippet.js?key=ACCOUNT_KEY"> </script>
<script>
zE('webWidget:on', 'chat:departmentStatus', function(dept) {
if (dept.name === 'German-Support' && dept.status === 'online') {
zE('webWidget', 'updateSettings', {
webWidget: {
chat: {
departments: {
enabled: [''],
select: 'German-Support'
},
suppress: false
}
}
});
} else if (dept.name === 'German-Support' && dept.status !== 'online') {
zE('webWidget', 'updateSettings', {
webWidget: {
chat: {
suppress: true
}
}
});
}
});
</script>

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