Language IO Chat for Salesforce - Custom Settings
Creating the Default Organization Level Values
After you install Language IO Chat for Salesforce, you must create a Default Organization Level Value for the Language IO Chat Public Settings.
- Go to Setup > Custom Settings
- Enter “Custom Settings” in the quick find box.
- Click Manage to the left of Language IO Chat Public Settings.
- Click New at the root level to create a new Default Organization Level value.
- Paste the Named Credential name that you copied from the previous section next to Named Credential. The screenshot below shows a basic configuration:
Configuring different custom settings based on given users or profiles
You can configure different custom settings and assign them to specific user profiles, or even individual users. To do so, follow these steps:
- Click New below the existing Custom Settings:
- Find the field called Location and its dropdown menu. Use this menu to assign the setting to a profile or an individual user:
Notes
- There is a Location field with a drop down menu option.
- You can assign a custom setting based on a given User or Profile.
- You can have multiple, different custom settings for multiple profiles or users:
Next step
When you finish, proceed to Step 4: Configuring Language IO Chat.
List of Custom Settings
| Setting Name | Details |
| Enable Customer Quality Flag |
The application supports Quality Rating Flags for end users. When you enable this feature, end users can see a flag icon next to the agent's translated message. If they are not satisfied with the translation because it is incorrect or it could be improved, they can click the flag, turning it red. This action is reversible. Check or uncheck this option to enable and disable the feature. |
| Enable Agent Quality Flag |
The application supports Quality Rating Flags for agents. When you enable this feature, agents can see a flag icon next to the end user's translated message. If they are not satisfied with the translation because it is incorrect or it could be improved, they can click the flag, turning it red. This action is reversible. Check or uncheck this option to enable and disable the feature. |
| Attempt Locale Detection | When checked, the plugin detects the customer’s language ("locale") based on the first message they send. |
| Chat Button Language |
Some organizations manage dedicated, translated sites that are each equipped with their own, language-specific Chat Button. Because these Chat Buttons are already mapped to a specific language, enabling this feature uses this language setting as the language of the end user in the Language IO application. |
| Custom Detail Locale |
This is the label of a custom field that overrides the browser
language. This label must be
on the Case Object. Examples:
|
| Transcript Field Name for Locale | This takes in the API name of a custom field within the Chat Transcript object to define the customer’s language. |
| Description & Subject Field |
These settings are used to translate the description and
subject from the pre-chat form that a customer used to initiate
a chat.
Example: The customer entered a subject
and description in Spanish. The agent can see the translation,
and they initiate the conversation in the language detected
from the subject and description.
|
| Description & Subject Label | These settings are used to customize the Description and Subject label that show when translating the subject and description from the pre-chat form. |
| Include Original Text | When checked, the response to the customer includes the original text from the agent along with the translated text. |
| Agent Language Preference |
This settings uses a custom field from the User object to define
the agent’s translation language. This overrides the agent’s language and locale. The setting Use Agent Salesforce Locale is not required for this to work. |
| Skip Initial Auto Responder | Auto responders are optional, automatic greetings that show when an end user starts a conversation. When this option is checked, the initial auto-responder is not sent if there are prior agent messages. |
| Unsupported Language Text | When a customer starts chatting in a language that is not supported by the current integration, this automatically sends a message to alert them accordingly. |
| Use Agent Salesforce Locale | When checked, the plugin uses the Agent’s language/locale instead of English. |
| Use Chat Text Input | Use the text input included from Live Agent instead of the plugins own text area for translation (Classic interface only). |
| Append Transcript | This appends the Language IO Chat Transcript with translations to the standard Chat Transcript. |
| Classic Display | Use this setting to specify the appearance of agent's chat window (Classic (checked) or Lightning). |
| Language Lookup | Lookup field on the Chat Transcript object that points to the object where the visitor language must be stored (for more information, see Storing the end user language in a related field with Language IO Chat). |
| Language Field | Field on the target object where the visitor language must be stored (for more information, see (for more information, see Storing the end user language in a related field with Language IO Chat). |
| Named Credential | Named Credentials is the name that Salesforce gives to their authentication system. When you install the Language IO LiveAgent package, you must create a Named Credential in Salesforce with a username and password given by Language IO. These credentials allow you to connect to the Language IO API through our plug-in. Use this setting to define the label for these named credential. |
| Reset Locale |
When checked, an agent using the plugin can un-toggle the
translation. When the translation is toggled back on, it
resets the customer’s locale.
Example: A customer started the conversation
in Spanish, but decided to switch to German: the agent can
reset the locale by un-toggling and toggling back on the
translation, so that the conversation can continue in German.
|
| Translation Enabled |
When checked, the translation toggle is enabled by default.
Note: Messages sent or received prior to
the translation being enabled are not translated, even with
the re-detect and re-translate feature.
|
| Use Auto Responder |
Auto responders are optional, automatic greetings that show when an end user starts a conversation. When checked, the Language IO plugin retrieves localized auto responders that are stored in the Language IO server. If you use this setting in combination with "Retrieve Greeting From SF" (see next row), then Language IO retrieves the auto responders that are locally stored in your Sandbox org instead. To use this feature with auto responders stored on the Language IO server , contact Language IO and provide the desired auto response or ask to use the Language IO standard default auto response. If you want to use a custom auto-responder, Language IO will send the text for translation into the languages your account currently supports , either via machine translation with your preferred translation engine or by human linguists ( this incurs additional costs) . The auto response is sent when the chat begins: the agent sees the auto response in their language, and the user receives the auto response in their language . |
| Retrieve Greeting From SF | Use greetings locally stored in Salesforce. See Setting up locally stored Custom Auto Responses. To use this setting, you must also check "Use Auto responder". |
| Translate All Untranslated |
This setting allows an agent to automatically translate all
the untranslated customer messages that were received before
the translation toggle was activated.
Important: When both this and the “Translation
Enabled” custom setting are checked, the translation toggle
is enabled automatically when an agent first uses the Language
IO translation tab. This means that all prior untranslated
customer messages will be translated automatically.
This setting may be useful when transferring a chat from one agent to another so that customer messages are translated into the language of the second agent, or to automatically translate customer messages with a chatbot when the chat is transferred from the chatbot to an agent. |
| Enable File Transfer Request |
Allows organizations to disable the File Transfer functionality in the Language IO tab to match the behaviour of the conversation tab. When unchecked, the file transfer button no longer appears in the Chat toolbar. This setting is checked by default. |
| Enable Lio Agent Assistant |
Lio Agent Assistant is an enhanced chat experience that helps agents solve end user issues more quickly and efficiently. Allows agents to use Language IO Lio Agent Assistant. This setting is unchecked by default. This setting is visible, but this feature is not yet available to all Language IO customers. For more information, see the release notes. |
| Keep LIO Message Records |
Allows organizations to create reports that show the Translation Turn Around Time for each message by keeping each record of the Language IO Chat Message object. Normally, these are deleted when each Chat Session ends. This setting is unchecked by default. Checking the setting is not retroactive (This means that you cannot create records from before the setting is checked). |
| Enable Translation Optimization |
With the Optimization feature, the source content passes through a Large Language Model routine that lightly alters the source content to increase the likelihood of a high-quality machine translation. If, after analysis, the quality score of the optimized content meets your custom quality threshold, the optimized content is sent for translation. Otherwise, the optimized content is discarded and the original source content is sent for translation. For more information, see What is Optimization and how does it work? When this feature is enabled, an “optimization” toggle shows in the Language IO component, that gives the agent the option to optimize their written content for improved translation quality. |