Translating custom agent statuses using dynamic content

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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133523363226" target="_blank">Unified agent status</a> is part of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a> that enables agents to set a single
unified status for email, voice, and messaging. If you support multiple languages, you
can translate, or localize, your custom agent statuses. That way, when an agent needs to
set their status, they can do so in their primary language.</p>
<p class="p">Unified agent statuses are automatically available to accounts that meet certain <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133523363226-About-unified-agent-status#topic_zvv_bjt_nvb" target="_blank">requirements</a> and enable omnichannel routing.
To learn more about unified agent statuses, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">Creating custom unified agent statuses</a>. To learn more about
how dynamic content works, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882999066" target="_blank">Providing multiple language support with dynamic content</a>. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="topic_hm5_mbv_f5b__ul_vys_cfv_f5b">
<li class="li">
<a class="xref" href="#topic_shh_ffv_f5b">Creating and using dynamic content for custom agent statuses</a>
</li>
<li class="li"><a class="xref" href="#topic_cnr_3fv_f5b">Viewing and testing your localized agent statuses</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_shh_ffv_f5b">
<h2 class="title topictitle2" id="ariaid-title2">Creating and using dynamic content for custom agent statuses</h2>
<div class="body">
<p class="p">To localize the names of custom agent statuses, you’ll create dynamic content, which
includes a default language along with additional variants for the other languages
you want the status to be available in. Then you'll use the dynamic content
placeholder as the name for the custom agent status.</p>
<div class="p">
<div class="note tip" id="topic_shh_ffv_f5b__note_xxl_rfv_f5b">
<span class="tiptitle">Tip:</span> Before you get started, make sure you’ve
already <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">created the custom status</a> you want to
localize. Also, make sure you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886903450" target="_blank">have the translations</a> of the statuses
in your supported languages.</div>
</div>
<p class="p"><strong class="ph b">To create dynamic content for a custom agent status</strong>
</p>
<ol class="ol" id="topic_shh_ffv_f5b__ol_jbm_tfv_f5b">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_shh_ffv_f5b__d7e1087" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Dynamic content</strong>.</span>
</li>
<li class="li">Click <strong class="ph b">Add item</strong>. </li>
<li class="li">Under <strong class="ph b">Dynamic content item title</strong>, enter a descriptive title for your new
piece of dynamic content. To make it easier to find and manage your localized
agent statuses, Zendesk recommends naming the dynamic content the same as the
custom status name in your account's default language (for example, "Agent
status - &lt;Status name&gt; ". </li>
<li class="li">Select the <strong class="ph b">Default language</strong> for your dynamic content. This field shows
all of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888770714" target="_blank">languages that you have enabled</a> for
Zendesk Support. </li>
<li class="li">In the <strong class="ph b">Content</strong> field, enter the name of the status you want to see for
the default language. <div class="note tip" id="topic_shh_ffv_f5b__note_ckh_cgv_f5b">
<span class="tiptitle">Tip:</span> Remove any trailing
spaces or line breaks before saving your text, as this might cause issues
when used within other Zendesk products. </div>
<p class="p"><img class="image" id="topic_shh_ffv_f5b__image_lxv_lvs_3wb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_agent_status_dynamic_content_create.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Create</strong>. You're redirected to a screen where you can add variants
for the languages you want your status to be available in. </li>
<li class="li">Click <strong class="ph b">Add variant</strong> and fill out the following fields: <ol class="ol" id="topic_shh_ffv_f5b__ol_vjk_fgv_f5b" type="a">
<li class="li">
<strong class="ph b">Language</strong>: Select a language you want the status to be available
in. </li>
<li class="li">
<strong class="ph b">Status</strong>: Select <strong class="ph b">Active</strong>. </li>
<li class="li">
<strong class="ph b">Default</strong>: Leave this checkbox blank. Select it only if you want to
change the status's default language from the one you created earlier to
this one. </li>
<li class="li">
<strong class="ph b">Content</strong>: Enter the name of the status in the language you just
selected. In other words, this is the translation of the status name you
entered in your initial piece of dynamic content. <p class="p"><img class="image" id="topic_shh_ffv_f5b__image_qtx_4vs_3wb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_agent_status_dynamic_content_variant.png" width="600"></p>
</li>
</ol>
</li>
<li class="li">Click <strong class="ph b">Create</strong>. You’re redirected to the variants page. </li>
<li class="li">(Optional) Repeat steps 7-9 for any additional languages you want the custom
agent status to be available in. </li>
<li class="li">Near the top of the variants page, copy the <strong class="ph b">Placeholder</strong> text for your
dynamic content. You'll need this for the next step. <p class="p"><img class="image" id="topic_shh_ffv_f5b__image_iv3_tvs_3wb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_agent_status_dynamic_content_placeholder.png" width="600"></p>
</li>
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_shh_ffv_f5b__d7e1687" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Omnichannel routing &gt; Agent
statuses</strong>.</span></li>
<li class="li">Find the custom agent status you want to localize, click the options menu icon
(<img class="image" id="topic_shh_ffv_f5b__image_okz_qws_3wb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), and select <strong class="ph b">Edit</strong>. </li>
<li class="li">Paste your dynamic content placeholder into the agent status's <strong class="ph b">Name</strong>
field.<p class="p"><img class="image" id="topic_shh_ffv_f5b__image_nrn_mws_3wb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_agent_status_dynamic_content_use.png"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_cnr_3fv_f5b">
<h2 class="title topictitle2" id="ariaid-title3">Viewing and testing your localized agent statuses</h2>
<div class="body">
<p class="p">You can view and manage your localized agent statuses on the Agent statuses
administration page. </p>
<p class="p"><strong class="ph b">To view and manage your localized agent statuses</strong></p>
<ul class="ul" id="topic_cnr_3fv_f5b__ul_jmk_cfc_g5b">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_cnr_3fv_f5b__d7e1687" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Omnichannel routing &gt; Agent
statuses</strong>.</span></li>
</ul>
<p class="p">When viewed here, localized custom statuses show the placeholder name in the
<strong class="ph b">Status</strong> column.</p>
<p class="p"><img class="image" id="topic_cnr_3fv_f5b__image_ild_xws_3wb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_agent_status_dynamic_content_view_list.png" width="600"></p>
<p class="p">For more on managing agent statuses, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133588225690" target="_blank">Managing unified agent statuses</a>. </p>
<div class="p">
<strong class="ph b">To test that your agent status is localized</strong>
<ol class="ol" id="topic_cnr_3fv_f5b__ol_ig2_mxs_3wb">
<li class="li">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Agent Workspace</a>, click your
profile icon in the upper-right corner of the page header and view the
available statuses.</li>
<li class="li">In your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835022490" target="_blank">user profile</a>, change your
<strong class="ph b">Language</strong> to one of the status variants you created.</li>
<li class="li">Refresh the page.</li>
<li class="li">Click your profile icon in the upper-right corner of the page header and
check that you now see the localized agent status.<p class="p"><img class="image" id="topic_cnr_3fv_f5b__image_hrj_gly_3wb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_agent_status_dynamic_content_select.png"></p>
</li>
</ol>
</div>
<p class="p">For more on setting unified agent statuses, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114" target="_blank">Setting your agent status with omnichannel routing</a>.</p>
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