I have recently been asked by a couple of customers how to implement chat on their multilingual website so I thought it would be good to write a quick article about how easy this is to do in Live Assist for Dynamics 365 (LAD365).

TLDR

1. Create an engagement for each language you want to support
2. Create an entry point for each language you want to support that reflects the URL of your website language handling (eg. www.example.com/en/)
3. Create a skill for each language (eg. skill1_en, skill2_en, skill1_fr, skill2_fr) and assign to your agents
4. Ensure each engagement is configured with the correct entry point and skill to route to

Full Description

LAD365 has inherent support for multiple languages. When you create an engagement in LAD365, you define what language you want that particular engagement to be in:

You can also configure your canned or predefined messages in different languages (See Managing Predefined Content) as well as your system or automatic messages (See Automatic Messages).

This shows how to set up a single engagement to support the language of your choice, but how do you support a website that has support for multiple languages?

All you need to do is create an engagement for each language you want to support and ensure that the correct engagement is shown on the correct version of your website.

For example, you might support English and French on your website and want to offer chat in English to those on the English part of the website and French to those on the French part of the website. Your website probably has different URLs for the different languages and looks something like this:

• www.example.com/eng/example
• www.example.com/fr/example

The English language engagement you create should therefore only be displayed when the URL contains www.example.com/eng/ and the French language engagement should only be displayed when the URL contains www.example.com/fr/. This is achieved by defining the entry point for the engagement to contain the relevant URL:

The English engagement will only display on web pages that have www.example.com/eng/ in them and similar for the French engagement.

You will also want to ensure that each engagement goes to an agent that speaks the correct language. This is achieved through the skills configuration for the engagement. Ensure that you have set up skills that are language focused and assigned them to the correct agents.

For example, if you have 2 skills at the moment:

• skill1
• skill2

You will need 4 skills instead:

• skill1_en
• skill2_en
• skill1_fr
• skill2_fr

Ensure that your engagements are configured to

1. Use the correct language
2. Display on the correct part of the website
3. Route to the correct skill

And that is it. Any, questions, please let me know.

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