Multilingual capabilities

Language shouldn't be a barrier to connect people with what they need to know, when they need to know it. At xMatters, we understand the importance of seamless communications between users who speak different languages. The multilingual capabilities of our communication plans save time and prevent miscommunication, so you don’t have to worry about critical events or notifications being lost in translation.

How it works

Companies configured for more than one official language can assign users their preferred language for communication. Translations for default language content can be specified during the development of messages and responses. The version of the message and response options received by each user will vary according to their specified language preference.

The user chooses a response in their language, xMatters manages the translation back to the language of origin that the incident is being managed in, and all logging and callbacks of messages and responses are in the default language.

Defining multilingual content

When multiple languages are configured for a company, you can use the email, text, and voice message editors for a communication plan form to define message content for each available language:

message-editor.png

Similarly, the response builder to gives you the option to add translations for each response option:

response-editor.png

For more information about defining content for your communication plan forms, see the Define message content and Define response options topics in the xMatters Online Help.

Language presentation logic

When you define messages and responses in languages other than the company's default language, they will be presented to a user using the following logical order (based on availability):

  1. Recipient's preferred language (as defined on their User Profile)
  2. Site language
  3. English
  4. Any language

For example, if a message sender defines content in English and alternative content in French and German, message recipients whose preferred language is French or German will receive content in those languages. Users that have not specified their preferred language will receive the message in their site's default language, if available. If content is not available in the site's default language, the user will receive the message in English.

Text message example

As shown in the following screenshot, a text message in Hindi includes a combination of translated phrases and information fields (Priority, Incident Number, Incident Title, and Business/Customer Impact). The names of the fields appear in the default language.

The resulting text message displays the entered Hindi text, and populates the specified fields with their values. Since translations were not provided for field values or responses, they appear throughout the message in the English default:

 

Available languages

There are currently 42 languages available in the xMatters web user interface that can be enabled for client use on a per-company basis. Enabling a language for a company will add that language as an option in the message and response editors. Users will be able to select that language as their preferred language for communication, and will receive pre-defined messages and responses provided in that language, if available.

Albanian English Italian Romanian
Arabic English UK Japanese Russian
Belarusian Estonian Korean Slovak
Brazilian Portuguese Finnish Latvian Slovenian
Bulgarian French Lithuanian Spanish
Cantonese German Macedonian Swedish
Catalan Greek Mandarin Thai
Croatian Hebrew Norwegian Turkish
Czech Hindi Polish Ukrainian
Danish Hungarian Portuguese Vietnamese
Dutch Icelandic    

For more information about managing languages in the xMatters web user interface, see Languages in the xMatters Online Help.

The caveats

Currently, automated translation capabilities are available only for pre-defined messages and responses. If you’ve ever used online translation software, you know that it’s not reliable enough in emergency situations where conveying exact messages is critical - that's why only messages and responses with previously provided translations are used. 

Reliance solely on language translation software for developing messages is not recommended. Similarly, for voice communications pre-recorded phrases and messages are also highly recommended (especially for any Unicode, or non-Latin, character sets), rather than relying on text-to-speech translation. 

 

xMatters internal references:

DTN-4135, DTN-3525, COR-2823

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