Chat language auto-detection not working

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4 Comments

  • Ramin Shokrizadeh
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    Hi Choong Wei,

    Sorry to hear that you have had a bad experience with the documentation, not the experience we strive for. 

    If you have customised the text of a string in widget settings, it will only display that custom string regardless of the language. It only translates automatically for the default strings that are set when you first create your account.

    If you want to provide a translated version of the custom strings you are setting in the widget, you will need to use the Javascript APIs. 

    Can you let me know which widget you are currently using? Or if you can provide me a URL where the widget is located, I can help with telling you which APIs you should be using.

    Thanks,

    Ramin

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  • Choong Wei Tjeng
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    Thanks for your response @Ramin,

    We don't want to use the JS API's because it would mean more work and maintenance on our side. We would prefer to use the default translations- however, because we have entered custom strings those are not being translated.

    We tried to empty the custom string fields, but they are required inputfields. Do I understand correctly that if we use the "Reset to defaults" button to restore the widget to its intial state, the automatic language detection translations should work?

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  • Ramin Shokrizadeh
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    That's fair, using JS APIs does require some development upkeep. If you hit the "Reset to defaults" button it will use the strings that will get translated automatically based on the language of the widget (whether using auto-detect or forced using the JS API). If this is not happening for you, please email the URL where your widget is located to chat@zendesk.com.

    Thanks.

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  • Choong Wei Tjeng
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    Thanks a lot for your response. The proposed solution works!

    Some additional info in case other people find this page: if you reset the chat widget strings, note that:

    1. Your account's user interface must be set to English when you perform the reset. If it is not, it will "reset" to the language of your Zendesk user interface (e.g. Dutch), and in that case the auto-translations still won't work

    2. The Reset button does not reset the entire widget, but only the widget settings tab which you are currently on. There are at least 2 tabs which contain language translations, so make sure to reset the settings on each of those tabs individually

     

    This ticket can be closed.

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