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Environment:- Language Translation for Chat- Chat in Browser UI- Oracle B2C Service
Chat, Browser UI
Oracle B2C Service
Resolution:
Chat Language Translation helps agents and customers communicate when they use different languages. The Feedback feature lets agents rate individual translated messages during a live chat by selecting thumbs-up or thumbs-down in Browser UI. This feature is not available for Oracle B2C Service sites in Oracle U.S. Government data centers.
Chat Agent: Experience in the Browser UI
When Chat Language Translation is enabled for an agent's profile and the agent receives a translated message during a Browser UI chat, a thumbs-up and a thumbs-down button appear with the translated message. The agent can select thumbs-up to give positive feedback or thumbs-down to give negative feedback.
Details of the Chat Agent Experience
- The translation button appears beside the feedback buttons in the translated message bubble. The agent can use it to view the customer's message in the customer's preferred language.- Only one feedback button can be selected at a time.- If the agent changes their mind and selects the other button, the feedback action is invoked for each click.
Chat Administrator: Feature Configuration
System Requirements:
- Engagement Panel version 18 or later is required. Contact Jessica Bradley at jessica.bradley@oracle.com if your site needs an Engagement Panel update.- Chat Language Translation must be enabled.- An External Objects integration and an AI service for translation must be configured.- The agent's profile must be set up to use Chat Language Translation.- This feature does not require a CX upgrade or feature flag.- This feature has been available since May 23, 2025.
Step 1 - Create the integration within External Objects
Set up the External Objects integration used by Chat Language Translation. See the External Objects setup guide for the integration steps.
Step 2 - Configure the feature
1. Log in to Browser UI and open the navigation menu in the upper-left corner.2. Go to **Configuration > Site Configuration > Administration**.3. Open **Chat Configuration**, then **Live Chat Configuration**, then **Chat Translation**.4. Select the connection used for the existing Chat Language Translation feature.5. Open the **Configuration** tab and select **Customizations**.6. In **Feedback Extensibility Action**, enter the name of an action registered by a loaded BUI extension.The field takes an action name, not JavaScript code. Register the same name in the extension with **globalContext.registerAction(actionName, callback)**. When an agent clicks a rating, Browser UI invokes the action with:
type: "like" or "dislike" id: opaque feedback identifier FeedbackInfo: translatedMsg orginalMsg senderType senderId sourceLanguageCode targetLanguageCode engagementId
The field name **orginalMsg** is supplied with that spelling. The extension can use the supplied information to save feedback in a customer-managed location, such as a B2C custom object. Entering an action name alone does not create a stored record or report; implement and test the extension and its storage separately.
Step 3 - Save your changes
Save the Chat Translation configuration. Test a translated chat message and confirm that each rating reaches the registered action and is stored as intended. Reporting depends on the custom storage and report configured for the extension.
For action registration, see the BUI global context API. For the underlying Chat Language Translation setup, see Answer 12842 — Requirements to configure Language Translation for Chat in the Browser User Interface.