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Troubleshooting and FAQ: Intento Language Hub for Genesys Cloud

Fixes for common issues with Intento Language Hub for Genesys Cloud, and answers to frequent questions from administrators.

Troubleshooting

  1. Translations don't appear in the app. Check that the support agent is On Queue, that the Intento API key is valid in the Intento Console, and that the browser allows pop-ups from the connector domain (the first sign-in opens a pop-up). Then reload the app. If it still shows nothing, contact Intento Support.

  2. A support agent doesn't see the app. Add them to the Intento Language Hub Users group in Genesys Cloud. The app appears next to chat, web messaging, open messaging, and callback conversations, and next to email when the email component is installed.

  3. Intento Language Hub for Genesys is missing from Menu → Apps. The integration is still Inactive, or your role lacks the integration:intento:view permission. Open Admin → Integrations → Intento Language Hub for Genesys, set it to Active, and on the Details tab under Permissions click Add role for your role. Then reload Genesys Cloud.

  4. The setup wizard says the widget is already installed. An earlier installation exists. Run the wizard in uninstall mode, remove the old objects, and install again (see Install and Configure Intento Language Hub for Genesys Cloud).

  5. The wrong language or regional variant. The language mapping in your Product Configuration doesn't match the customer locale, for example FR instead of FR-CA. Contact Intento Support to update the mapping.

  6. The Profanity Detected window doesn't appear on send. Content safety may be off in your Product Configuration (Intento Support can confirm), or the automatic check may be off for chat or email (check the gear icon). If the content-safety service is unavailable, messages send without a flag by design.

  7. An administrator doesn't see the gear icon. Their Genesys Cloud roles don't match the Moderation Admin Roles list. Confirm the role name in Genesys Cloud and ask Intento Support to update the list.

  8. You can't send an email, and the language selector is red or amber. Confirm the customer language in the Participant language selector at the top of the app. Send stays blocked until the selector is green. See Translate Emails with Intento Language Hub for Genesys Cloud.

  9. Translation is slow. The app shows a notice and lets you retry the translation. If the notice keeps appearing, contact Intento Support.

Frequently Asked Questions

Does content safety block messages during an outage of the content-safety service?

No. During an outage, messages send without a check. Customer communication is never blocked by content-safety infrastructure.

Does content safety increase our Genesys Cloud API costs?

No. Genesys Cloud meters API requests against a fair-use allowance and bills overage per request. Content safety runs in the same Intento request that translates the message, so it doesn't add Genesys Cloud API calls compared to translation alone:

  • Automatic check on translate: a single Intento call handles translation and the check. Nothing extra reaches Genesys Cloud.

  • Check for Profanity button: the app calls Intento directly, with no Genesys Cloud request.

  • Flags, the window, and highlighting: drawn in the browser from the check result, with no Genesys Cloud request.

For Genesys Cloud metering and pricing, see API Usage view and Resource usage on your invoice in the Genesys Cloud Resource Center.

Support and Resources

Contact your Customer Success Manager or hello@inten.to.

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