aws-samples / aws-samples/sample-amazon-connect-chat-message-processing-translator

Agent-level language selection or set in contact flow as attribute

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Description

Hi Team,

I wanted to check if we can enable agent-level language selection as part of the solution.
For example, in the EU region, some agents are experts only in specific local languages (e.g., German). If a customer communicates in French, the system should automatically translate the customer’s message into German for the agent. Similarly, when the agent responds in German, the reply should be translated back into French for the customer.
Allowing agents to select or be assigned a preferred working language would significantly improve communication quality and efficiency. Ideally, this could be implemented either as:

An agent attribute, or
A configurable option within the contact flow for a specific agent or queue.

Please let us know if this capability already exists or if we can add this option to the design.
Thanks for your support.

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