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Language field value not transferred from the chat_launch page
Answer ID 10976   |   Last Review Date 10/19/2020

Why are chats not showing the language selected on the chat_launch page?

Environment:

Languages, Chat, Customer Portal
Oracle B2C Service (OSvC)

Issue:

I have added the standard language field (Incident.LangId) on the chat_launch page. When a specific language is selected and a chat submitted, the value selected is not transmitted to the created chat and incident.

Resolution:

The language for an incoming chat is determined by the language of the interface from which the chat request was submitted.

For example, if we launch a chat from a French interface and we select the language field to English on the chat_launch page, the incoming chat will show the language as French.

Our recommendation is to have a separate interface for each language you would like to offer support in. As a workaround, if you wish to use different languages to route chats through business rules, you may want to create an incident custom field. You can then add that to the chat_launch page and build chat business rules based on that value.

Note:  If you are using Advanced Routing, the Language Skill is also set by the interface from which the chat has been submitted.

Please see the following for additional information:
Answer 318: Languages available for Oracle Service Cloud products
Answer 7878: Passing custom fields from a chat launch URL to a resulting chat and incident

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