Multi-Lingual support in Engage

We are excited to announce the availability of Engage support for multi-lingual publish! We received multiple customer requests to support non-English languages for Engage. Our customers were looking to utilize the power and ease that Engage provided by publishing their requests (questionnaire/record creation template) in non-English languages.

We are happy to annouce the support of multi-lingual publish in Engage. To use this feature, you should be on Engage version 4.0.0, Engage Agent version 3.0.0, and Archer Platform version 6.13.0.2.  Customers can now publish the request(questionnaire/applications) in non-English languages. We have also enabled record creation template publish in multiple languages as part of this release.

We will first see the common terms and key considerations followed by deep dive into Multi-lingual assessment publish and record creation template publish process and end with the known limitations/behaviours.

Common Terms

• Archer Non-Standard Language is the language that is not listed by Archer out of the box.
• Portal Language is the language that is selected by the user on Engage portal. All the static content like FAQ, Dashboard columns, validation messages, labels etc on portal will be displayed in this language. This language can be selected or updated by visiting user profile on the Engage portal. In some cases, the language selection will be presented by the system which will be explained in further sections. 
• Request Language/Publish language is the language in which the assessment or record  creation template that has been published from Archer. The term Request language is used in portal. The term publish language is used in Archer.

Key Considerations

• To utilise the power of multi-lingual feature, the Archer version should on 6.13.0.2 or above and the Engage agent version should on version 3.0.0 or above.
• These changes are backward compatible and customers with the earlier platform and Engage agent versions can continue to use Engage without the multilingual feature.
• The assessment or record creation template can be published in Archer non-standard language when there is a proper setup and translation is in place in Archer.
• Engage portal allows users to select one of the following languages as the portal language.
  • English
  • Spanish
  • Japanese
  • Portuguese
  • German
  • French
  • Italian
  • Korean
  • Chinese
• Portal language selected applies for both assessment and record creation.
• Portal and request language can be different for a given request on Engage portal.

Multi-Lingual Assessment

With this feature, Customers will be able to publish any assessment record in selected non-English language. They can select the preferred publish language on the record page before publishing it to Engage. Engage notification will also be displayed in selected publish language.

Archer Configuration

A new field, either a single select value list or a single line text box has to be configured in the back office to specify the language in which the assessment has to be published.

An option is provided in Engage configuration tab (starting from Archer version 6.13.0.2) to select the Publish Language. The Archer user can select an appropriate field in the dropdown values containing the fields for the questionnaire/application.

If custom object is used to publish the assessments, then the Archer user can mention the field id for the key "PublishLanguageFieldId" to publish the assessment in the desired language.

NOTE:  If any other layout other than default layout is selected to publish an assessment, then section names and other object translations have to be added for that particular layout.

Publish Process

A single language from the values list can be selected or the language name can be entered in the text box based on the configuration made.  

Other Considerations

• If no value is selected in values list or if no value is provided in the text field or if the fields are not configured for the publish language, the publish language will be English, by default.
• If there are multiple languages mentioned in text box used for publish language, then the publish fails.

Email Invite

The email invite will be sent in the language in which the assessment is published.

Engage Portal Experience

The new/existing user is presented with a language selection popup as soon as they log in to the Engage portal. This selection is used as the Portal Language. The selected Portal Language is used to display the user agreement page, guided tour and static labels on portal. 

The Engage user can change the Portal Language at any time by navigating to the user profile.

Request content will be displayed in language selected at time of publish from Archer.  The Request Language is mentioned in the overview section of the assessment as shown below. The Request language can be different from the Portal Language of the user.

Multi-Lingual Template

This feature will enable publish of record creation template in multiple languages as part of single publish process. This will provide multiple language options for Engage user to create new record.

Archer Configuration

Existing Custom object can be updated to publish record creation template in multiple languages. Archer user has to add the key "PublishLanguages" and add the languages with comma separated values. The first language mentioned in the custom object will be considered as the default language.

If the custom object is not updated with the key and intended language to publish, then the template will be published in English. 

Email Invitation

Once the record creation template is published, an email to the Archer user will be sent and email will contain record creation URLs for different languages in which the template has been published. The default language will be the marked in the email with the word "(Default)" and will be the first link in the email.

Engage Flow

If a specific URL in the email is used to navigate to the record page, then the record page on Engage is displayed in the corresponding language.

When ”Create New” is clicked on portal, the application name under “Report” will be displayed in the portal language selected by the user, if the languages of the published template has the portal language of the user included. Else, the application name will be displayed in the default language in which the template was published.

This release introduces another field called "Language" in the Create New popup. This will be automatically selected to portal language or default language(When template publish did not happen in portal language). The “Language” field has a list of languages in which the template is published. Engage user can change the language in this popup. The record page will be displayed in the language which will be selected in this popup.

Key Considerations

• The existing URL which is published before the Multi-lingual upgrade continues to load in English.
• If the template is republished with addition of other languages, then the existing URL will load the record page in default language. There will be a toast message specifying the default and available languages. 
• When there is no language configuration done in custom object and publish/republish of template is performed after multilingual release, the record page in Engage will load in English.
• A language code has been added to record creation URL to identify the language in which the record has to be created. When there is manual edit of this language code in browser, if the language code is valid and present in published languages, the record page will load in the corresponding language, else the record page will load in default language with a toast message of default and available languages.

Known Limitations/Behaviours

• Archer user can publish a particular assessment record in only one language per publish/republish.
• When Engage configuration tab is used for publish, non-English Archer users will not be able to publish the assessment. This issue has been solved in upcoming Archer release 6.14
• When Engage configuration tab is used with Archer version 6.14, the click of publish button will result in change in text of button to "Publish in Progress" and will update based on portal status. Portal status on the record page can get updated only on refresh of the page.
• If user publish assessment/template in RTL (Right To Left)writing languages, portal UI might not work as expected as it is optimised for LTR(Left To Right) writing languages.