Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Custom status names in each agent's own language, through dynamic content. This is documented for the statuses you create; the four built-in ones are not part of it.
Set it up
- In Admin Center, click Workspaces in the sidebar, then select Agent tools > Dynamic content, and create an item with a default language and a variant for each language your agents work in.
- Copy the placeholder from the variants page.
- Go to Objects and rules > Omnichannel routing > Agent statuses, open the custom status and paste the placeholder into its Name field.
- Check it as an agent whose profile is set to another language, refreshing the page after the change.
The agent's profile decides what they see
The variant an agent gets comes from the language setting on their own user profile. Left unset, they get the default and the work is wasted, so this only pays off once the profiles are right.
Translate the meaning, not the words
A status name has to convey what happens when you pick it, not be rendered literally. Ask somebody who works in that language what they would call it, because the list has to be picked from accurately.
That is the operational argument for doing this at all: agents choose a status several times a day, and a list half in English is picked from approximately. Approximate statuses break routing.
Check the length in the picker
Translations are often longer, and a name that fits in one language can be cut off in another. Look at the actual picker rather than the settings page, where everything has room.
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