List of Language I/O Response Public Settings
To open the Language I/O Response Public Settings:
- Use the Quick Find box to find the "Custom Settings" section:
- Click on Language I/O Response Public Settings.
- Click Manage.
The image below shows a list of the Language I/O Response Public Settings available for configuration as of version 2.27. Depending on your version and configuration, your list of available custom settings might be different. If you have any question about upgrading, consult your Customer Success Manager.
(Click to enlarge)
Configuration Item |
Description |
Append Source |
When checked, if an agent replies to a customer via e-mail, the original response is sent with the e-mail along with the translation. |
Comment Translation Type |
For configurations that involve agents who posts to communities and forums, you must use the Language I/O comment widget for the translation of the agent's responses. This configuration field is separate from the field that is used for agent responses from the standard visual editor, LinguistNowEmailDraftHumanOrMachine. |
Custom Status Field |
Enter a custom field name here if you want the Language I/O server to push detailed translation status messages into the case and store them. Make sure to add |
Email Draft Divider |
Enter a string for this field to use as a delimiter. When in use, the Language I/O app only retrieves the email texts that exists before the delimiter for translation. This is to avoid sending a long history of emails to the Language I/O server for translation when you request the translation of an outgoing email. Common delimiter strings may contain a portion of the shared email signature that is populated by Salesforce, for example. |
Hide Email Options |
If you check this box, this disables the option that lets agents decide whether their response to the customer is translated via human or machine translation services. Instead, the system uses the value set in the configuration field labeled Email Draft Translation Type (see above). If you leave this box unchecked, agents see a toggle next to the visual editor. This toggle allows them to determine whether to translate their response with either human or machine translation services. |
Locale Field Name |
Enter the field name of the custom field that stores the language of the case. Make sure to add Use this setting to set or update the customer locale for translation. This setting is set automatically if left blank (either by language auto-detection, or when the subject or translation are translated). |
Only Show Translations In Plugin |
If you check this box, the system does not duplicate translations of customer questions or draft agent responses as comments in the case. Instead, the system stores them in custom object fields that appear in the "Language I/O" activity table. This is important for support organizations where the number of comments in a case factor in the agent's overall productivity score. If you leave this box unchecked, translations of customer emails and of agent responses are stored both in case comments and in the Language I/O custom object. |
Post Comments Are Public |
When checked, when agents use the Language I/O post comment widget to translate and post to the case, the translated post is made public as soon as it is pushed into the case. (In other words, the parameter “IsPublished” is set to true on the Case Comment record.) When left unchecked, agents must manually make the translated comments public. |
Post Comments Translation Type |
The Language I/O Case app can include a widget where agents can post in communities. Enter "human" if you want human linguists to translate all agent posts, or "machine" if you want to use machine translation. |
Agent Language Preference |
Use the name of a custom field within the User object to change the translation language for the agent. This feature helps decouple the User’s profile language from their preferred translation language. |
Show Subject |
If you check this box, agents have the option to translate the subject of the case. If you leave this box unchecked, the case subject is not made available for translation. |
Status On Update |
This is a custom status that appears in the standard case status field when a requested translation has been pushed back into the case. For example, "Translation complete" is an appropriate value. |
Treat Comment As Foreign |
Check this box if you encounter scenarios where customer questions and responses are pushed into a case as comments (for example, in communities). This tells the Language I/O app that, when it receives a request to translate a comment, it must consider that the comment is in the language of the case or customer, and not the language of the agent. |
Machine Word Count Field Name |
If you want to store the accumulated word count of machine translated words in the case, enter a custom field name here. The app will tally the word count in this field. Make sure to add |
Auto-Send Email Draft |
Check this box to email the translation automatically to the customer when the Language I/O service pushes a machine translation of the agent response back into Salesforce. If you leave this box unchecked, the translation remains in draft form in the case until an agent manually sends it to the customer. |
Consumer Id |
This is deprecated and exists for backwards-compatibility. Do not enter a value here unless Language I/O provides one. |
Description/Activity Translation Type |
This setting tells the service to use either human or machine translation services for incoming customer content. Important: Review the policy of Language I/O about personal data embedded in CRM content before you switch this field to “human”. |
Disable Retranslate |
If you check this box, the Retranslate action is not available in the Language I/O plugin (where agents translate incoming customer emails). |
Email Draft Translation Type |
This setting tells the service to use either human or machine translation services for the responses that agents enter into the standard email visual editor on the feed tab. Important: Review the policy of Language I/O about personal data embedded in CRM content before you switch this field to “human”. |
Email Content Type |
This setting lets Language I/O know whether to expect HTML tags in the email content for translation. Enter "html" in this field if tags are embedded in the content, or "text" if no tags are embedded in the content. |
Human Word Count Field Name |
If you want to store the accumulated word count of human translated words in the case, enter a custom field name here. The app will tally the word count in this field. Make sure to add |
Update Status Only On Human |
If you check this box, the regular case status field and the custom case status field (if a value is provided in the Custom Status Field box) is only updated in relation to human translation requests. Note that there are no status updates for machine translation requests. |
Post Comments Label |
This is the label that shows as the placeholder hint in the text editor of the Language I/O post comment widget. This is used when the agent needs to push a "comment"-type thread to the case. |
Re-translation Type |
This tells the service whether to employ human or machine translation services for retranslation requests of customer content. Important: Review the policy of Language I/O about personal data embedded in CRM content before you switch this field to “human”. If this field is set to "machine2", the Language I/O service uses a secondary machine translation engine. Note: The service uses a different engine from the one used for the original translation. This allows agents to see a different translation, but avoids the risk of sending customer-generated content to human linguists. |
Status On Pending |
This is a custom status that appears in the standard case status field when a translation was requested but is not delivered yet. For example, "Translation pending" is an appropriate value. |
Language I/O Endpoint |
This is the URL of the Language I/O server that communicates with this app. Unless otherwise instructed, this URL is https://golinguist.com/linguistnow/resources/ |
Hide Post Options |
If you check this box, agents do not get to decide if the comments they add to the comments box are translated by human or machine translation services. Instead, the system uses the value you entered into the Post Comments Translation Type configuration field (as seen above). If you leave this box unchecked, agents can decide whether to use a human or machine translation service to translate their case comments. |
Default to Human Translation |
This field allows the user to input a list of locales that should default to human translation when detected. The human translation takes place when translating outgoing e-mails to the customer. Please view the document linked below for additional information. |
Regular Expression for Description |
Enter a regular expression to match text within the description to translate. If this setting has a value, and the text matches the regular expression, only the text resulted from parsing the regular expression is translated. If the text does not match the regular expression, all the text within the description is translated. |
Hide Post Comments Options |
If this box is checked, the agent does not see the option next to the visual editor that lets them decide whether their response to the customer will be translated via human or machine translation services. Instead, the value set in the configuration field labeled ‘Email Translation Type’ or ‘Post Comment Translation Type’ is always used. If this box is not checked, the agent can set the toggle next to the visual editor to determine whether to have their response to the customer translated via human or machine translation services. |
Auto Save Delay |
Specifies the time in milliseconds to wait for the e-mail draft to save prior to translating its content. |
E-mail Action Names |
This can be a comma separated list of the email action names. This helps Language I/O determine which e-mail action is being used to push the translation back in, without having to refresh the page. |
Enable Feed Translation |
When checked, feed posts are funneled to the Language I/O plugin and can be translated. Only "TextPost"-type feed entries are shown on the Language I/O tab |
Email Draft and Post Comments Label |
Use this setting to change the label of the e-mail draft widget and the post comment component. |
Enforce Word Count Threshold & Word Count Alert Threshold |
This allows administrators to set a translation word count threshold for outbound e-mails. If an agent writes an outbound email that exceeds this threshold, a warning appears when the agent attempts to translate this e-mail, notifying them that the word count for translation has been exceeded. |
Apply Language Preference to All Cases & Case Language Preference |
This feature enables the Agent to select their preferred language for translation from the Record Detail page in the Case Record Page. This only affects the case that is being worked on. If “Apply Language Preference to All Cases” is checked, then this preference applies to all cases. |
Enable Draft Email Subject Translation |
Check to allow users to translate the subject of an outbound email. |
Treat Comments as Foreign |
When checked, case comments are treated as being in the customer’s language and can be translated by the agent. |
Field Names |
This setting accepts a custom or standard field from the Case object.
|
Translation Types |
This setting accepts either a "human" or "machine" value. This determines whether the translation of each source item is done by a human or by one of the translation vendors:
|
Enable Activity Translation |
When checked, Tasks and Events are shown in the "LIO" tab together with the translation links. The Comments field (for Tasks) and Description field (for Events) also becomes translatable. |
Disable TQE |
When checked, TQE warnings are not taken into consideration if they are enabled for the current organization. This setting is set to "true" by default. |
When you finish, proceed to Step 6. There are two possible choices:
Comments
0 comments
Please sign in to leave a comment.