Specify a fallback language for locale-specific languages and NLU prediction
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
Note: The fallback language plugin must be installed on the instance. Once installed, the language is available in the Languages [sys_language] table. If Now Assist in Virtual Agent is on and you work with LLM-enabled conversations, you can only establish a fallback language in the Languages [sys_language] table rather than use the following steps.
Role required: virtual_agent_admin or admin
Procedure
Navigate to All > Conversational Interfaces > Settings.
Select Virtual Agent.
On the Multi language support card, slide the Language Detection toggle switch to enable it.
Select View All.
Select the name of a language to open the record.
Select Edit Record at the top of the page.
In the Fallback field, select the Search icon (
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.
- Select 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.
Parent Topic:Localization options for Virtual Agent