Environment:
Chat, Browser UI
Oracle B2C Service

Resolution:
When the Language Translation feature is implemented for Chat, an agent can disable the translation during a live chat session.

An agent may want to disable the chat language translation feature

• When the agent is fluent in the customer's preferred language
• Or, when the agent knows the basics of a language, and can help the customer
• Or, when an error has occurred and the language translation service has not translated a message

If an agent wants to disable the Chat Language Translation feature, then this is possible from within Chat Agent Preferences:

1. Once enabled by the Administrator, this feature is automatically enabled for Chat Agents
2. Chat Agents have the ability to disable the Language Translation feature within their Preferences menu 
   1. From within the Browser UI
   2. Go to the Agent Avatar
   3. Select “Preferences”
   4. Go to the "language translation" control
   5. Now disable the feature

Please Note: Once this action is taken, no chats are translated for the agent at any point in time

If an agent wants to disable Language Translation for all inbound chat messages from the customer, then this is possible:

1. During a live chat, from within the Chat Header, there is a Language Translation button
2. When the Language Translation button is clicked, then the feature is disabled for this specific chat session

Please Note: Once this action is taken, none of the inbound messages from the customer are translated during this specific chat

If an agent wants to disable the Chat Language Translation feature for a specific response during a live chat session, then this is possible:

1. During a live chat, from within the Public Response bar
2. There is a language translation button that can disable or enable the translation of the agent’s outbound message
   1. If the Language Translation feature is enabled for the agent, then clicking this icon will prevent the agent’s message from being translated (this is equivalent to manually disabling the feature for the agent’s outbound messages)
   2. When the button is clicked a second time, then the translation is enabled again, and any messages sent by the agent are translated into the customer’s preferred language

The agent may want to disable translation for a specific response in the following situations:

• Example Use Case 1 - There is documentation written in the customer's preferred language
  • If the agent copies a snippet of information that is already printed in the customer’s preferred language, then there is no need to translate the text a second time
• Example Use Case 2 - An error occurs and the language translation service cannot translate a message
  • If the agent receives a notification icon within the chat transcript that says "An error has occurred while translating this text", then the agent’s message was never sent to the customer
    1. The agent may want to click the warning icon so that the system attempts to resend the message to the customer
    2. The agent may want to disable the language translation of their outbound messages, and resend the message to the customer in the language that is set on the interface

In this instance, the customer continues to receive messages from the agent, however the messages are no longer in their preferred language