Genesys Translate doesn't not support system messages (bots)

[Ryan_Johnson]

Hi,

I have installed message translation for a customer. it is working with the messaging channel between a customer and an agent. When Introducing a bot or system messaging the messages are not being passed on to the translate app and it's confusing for agents only seeing part of the messaging. I have screenshots we can demonstrate the issues.

This is having a large impact on our customer due to system and bot messages not being included in the translation and agents are having to manually translate bot messaging on google translate for example.

Has anyone come across this issue and if so please point me in the correct direction to resolve it.

[John_Carnell]

Hi Ryan,

When you say you "installed" message translation for a customer what was the source of the installation. Did you install a partner application or one of our blueprints? I ask because I am trying to figure out the best way to track down someone to help you.

Thanks,
John Carnell
Director, Developer Engagement