Provide language locale support by specifying a fallback language for Virtual Agent to use for topics, keywords, and NLU prediction. For example, the ServiceNow® platform doesn't support Mexican Spanish (mx-es), but it does support Spanish (es), which you can designate as the fallback language for a better user experience.

Before you begin

The fallback language plugin must be installed on the instance. Once installed, the language will be available in the Languages [sys_language] table.

Role required: virtual_agent_admin or admin

Procedure

  1. Navigate to All > Conversational Interfaces > Settings.
  2. Select Virtual Agent.
  3. On the Multi language support card, slide the Language Detection toggle switch to enable it.
  4. Select View All.
  5. Select the name of a language to open the record.
  6. Select Edit Record at the top of the page.
  7. In the Fallback field, click the Search icon () and select an available language.
    Languages table entry for Mexican Spanish. The Fallback line is highlighted, with Spanish entered as the fallback language.
  8. Click Update.

Result

Custom locales appear in the Languages [sys_language] table, along with their fallback language. The language code (ID) indicates a language that Virtual Agent can detect. In the following example, three French locales use French as the fallback language. Only French Canadian remains unconfigured.

The Languages table with custom locales configured. Highlighted entries for Belgium, Luxembourg, and Switzerland have standard French as a fallback, while Canadian French has no Fallback.