Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Status names in each agent's own language, using dynamic content. Small, and it makes the list usable for everybody.
Set it up
- Create a dynamic content item for the status name.
- Add a translation for each language your agents work in.
- Use the dynamic content placeholder as the status name.
- Check it with an agent whose interface is in another language.
Why bother
Agents pick a status several times a day. A list half in English and half in their own language is picked from approximately, and approximate statuses break routing.
It is a small change with an operational effect.
Translate the meaning, not the words
"Transfers only" needs to convey what happens, not to be rendered literally. Ask somebody who works in that language what they would call it.
Check the length
Translations are often longer, and a status name that fits in one language can be cut off in another. Look at the actual picker rather than the settings page.
Set agent languages properly
The translation only appears if the agent's profile says which language they use. Left unset, they get the default and the work is wasted.
Keep them in step
Renaming a status means updating every translation. Nothing marks them as stale, so this belongs with whatever review covers your other dynamic content.
Same for the standard statuses
Those are translated already. This only applies to the custom ones you create.
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