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  • 1.  Chat & push notifications foreign language localization

    Posted 9 days ago
    Edited by James Smith 9 days ago

    We are integrating Genesys Mobile Messenger SDK 2.2.0 into a React Native app and need to support German, with additional languages planned later.

    Could you clarify the recommended approach for localizing:

    1. Messenger UI strings

      • Does the SDK automatically use the device language?
      • Can the host app explicitly set or override the locale?
    2. Bot responses / knowledge content

      • Should we create separate German knowledge-base content or bot flows?
      • Is there a supported multilingual knowledge-base or language-routing configuration?
    3. Push notification title/body

      • Are push notifications automatically sent in the conversation language?
      • Is notification text generated from the chat message, configured in Genesys, or expected to be localized by our backend?
      • Are there deployment-level or locale-specific push settings?

    We are starting with German and want an approach that will scale to additional markets. Any documentation or implementation examples would be appreciated.


    #MobileMessenger

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    James Smith
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  • 2.  RE: Chat & push notifications foreign language localization

    Posted 4 days ago

    Hello James,

    thank you for reaching us with these great questions.

    1. Messenger UI strings:
      • Yes, SDK uses device language by default, and host app can not change this.
      • In case device language is not supported by SDK or it is not in supported languages as of Deployment configuration (see Step 3 -> Language Support) then Default language of Deployment configuration will be displayed
      • If you want the Messenger to always be displayed in German, then you should set that as the only supported language in Deployment configuration
    2. Bot responses / knowledge content
      • Multilingual Knowledge articles are not supported, you have to create more different articles or different bot flow branches.
      • You can use Custom attributes to send device laguage and access it in bot flows
      • Alternative solution is to create a deployment per language and set up everything for that single language. When you ste up SDK you can select deployment id by language of the device.
    3. Push notification title/body

    I hope my answers help. Feel free to reach us out for further questions.

    Best regards,



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    Szabolcs Szakacs
    Senior Mobile Software Engineer - Android
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  • 3.  RE: Chat & push notifications foreign language localization

    Posted 3 days ago
    Thank you for your excellent question about localizing the Genesys Mobile Messenger SDK. This is a crucial consideration for a scalable global rollout, and I am happy to provide a detailed technical breakdown of the recommended approach for each component of your implementation.
     
    First, regarding the localization of the Messenger UI strings, the SDK is designed to handle this automatically by leveraging the device's language settings. It supports localization across more than 30 languages out of the box , and this capability is also frequently cited as a benefit for rapid deployment . However, a key technical consideration is that the ability for the host app to explicitly set or override the locale is not currently a native feature. The `Message.Language` system variable is not available for the mobile messenger, and the current recommended workaround for detecting a specific language is to use custom attributes passed from the client to expose the language via participant data . This means your backend will need to receive and handle the language context from the app.
     
    For bot responses and knowledge base content, you will need to create a separate knowledge base for each language you wish to support. The platform does not support a single, multilingual knowledge base; each knowledge base is tied to one specific language . To configure this, you must define the supported languages for your flow, which will then allow you to associate a language-specific knowledge base with your Agent Copilot or bot configuration . When you add multiple languages to your Copilot settings, you can use the language dropdown in the configuration to select and link the appropriate knowledge base for each one . This approach is what enables the system to route to the correct content based on the interaction's detected language.
     
    Finally, configuring localized push notification titles and bodies requires a specific technical setup on the Genesys Mobile Services (GMS) platform. The system supports localized push messages, meaning the language specified during a user's subscription is used to retrieve the appropriate content . To implement this, you must publish notifications with a `LOCALIZE_STRING` mediaType and specify the `language` and `localized arguments` for the message . A crucial part of this configuration is a localization file (an XML file) that maps the language to the specific message text. This file's location is defined by the `localizationFileLocation` option in GMS, and the SDK uses it to retrieve the correct content based on the subscription's language setting . You have full control over the configuration of these push messages, including the ability to define different titles and bodies for different events and languages at the provider level .
     
    In summary, while the SDK's UI handles device language detection automatically, a scalable multilingual strategy requires you to explicitly build language-specific components: you will pass language context from the app, create separate knowledge bases per language, and configure a localized push notification system with a central localization file. This structured approach will serve as a solid foundation for adding German now and scaling to additional markets in the future.


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    Camila Meneghini
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