March 23-24, 2022 - ICR Culture Support and Propagation at Redirect to Chat Queue

Introducing, Two updates are planned for Proactive Interactive Chat Response: culture support and propagation of the configured culture to chat queues redirected from the ICR.

When

• March 23: USA West, Canada

• March 24: USA East, Rogers

Highlights

1. Contact Center administrators configuring an ICR can set up a culture for it by adding the culture to the proactive script (this is the Proactive Chat URL from the ICR General Settings tab).

   • You must modify the script and indicate the culture using the paramLANG attribute, then deploy the script to your website using the <script> html tag.

   • You must also configure the website to pass the culture parameter via the website URL (for example, by adding a language selector to the website that will pull the selected culture to the URL). The URL parameter MUST be formatted like this:
     &lang=de-DE (or other supported culture using the four-letter xx-XX format, for example, en-US)
     OR
     &lang=fr (or other supported culture using the two-letter xx format, for example, en)

   • The cultures currently supported are: en-US, en-GB, en-AU, de-DE, nl-NL, it-IT, fr-CA, es-LA, ja-JP

   • If you enter a non-supported culture (for example, ru-RU), the system falls back to the default cultures, which are as follows:

     • pop1 (Virginia), pop6 (Seattle, WA), pop0 (Canada): English-US (en-US)

     • pop2 (London & EMEA), pop3 (Australia): English-GB (en-GB)

     • pop4 (Japan): Currently unavailable. When accounts become active, the fallback language will be Japanese (ja-JP) 

2. Possible exception scenarios:

   • A Contact Center administrator enters an unsupported dialect, but the parent culture is supported: The system falls back to the parent culture.
     For example, a user enters fr-FR as the ICR culture, which is an unsupported dialect. We support French-Canada, and so the system defaults to fr-CA.

   • A Contact Center administrator makes a typo and enters a culture in an unsupported format: For example, ger or ja-j. The system falls back to the default culture of the data center.
     For example, a user enters esp as the ICR culture, which is an unsupported format so the system does not recognize it. Assuming the account is an EMEA account, the system defaults to en-GB.

3. ICR culture propagation to chat queue:

   • A Contact Center administrator could build an ICR that includes a link or button that redirects to a chat queue. If a culture has been configured for the ICR, the system passes the ICR culture at the queue redirect.

   • The configured culture defines the language used in the webchat app interface. In other words, messages such as Wait for agent, data collection forms, invite forms, etc., appear to the end user in the language passed by the ICR.
     
     

How do I get this feature?

• The new feature will be automatically available for use.

• No intervention is required from a Service Provider.