Language I/O Chat for Salesforce - Custom Settings
Creating the Default Organization Level Values
After you install Language I/O Chat for Salesforce, you must create a Default Organization Level Value for the Language I/O Chat Public Settings.
- Go to Setup > Custom Settings
- Enter “Custom Settings” in the quick find box.
- Click Manage to the left of Language I/O 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:
- 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:
List of Custom Settings
Setting Name | Details |
Enable Customer Quality Flag | When checked, this setting enables customers to flag a translation when it is incorrect, or when it could be improved, while chatting with an agent. |
Enable Agent Quality Flag | When checked, this setting enables agents to flag a translation when it is incorrect, or when it could be improved, while chatting with a customer. |
Attempt Locale Detection | When checked, the plugin detects the customer’s language based on the first message they send. |
Chat Button Language | When checked, it uses the Chat Button language. The Chat Button is a Salesforce setting that you can map to a language. You can then assign that Chat Button to an Embedded Service. The purpose of this feature is to allow different companies that have specific language sites to equip each site with their own Chat Button. The plugin then uses the origin of the button to detect the language. |
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:
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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 | When checked, the initial auto-responder is not sent when 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 I/O 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 I/O 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 I/O Chat). |
Named Credential | When you install the Language I/O LiveAgent package, you must create a Named Credential in Salesforce with a username and password given by Language I/O. These credentials allow you to connect to the Language I/O 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.
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Translation Enabled | When checked, the translation toggle is enabled by default. When unchecked, the agent must manually toggle the translation when they see that the conversation needs to be translated. Note: Messages sent or received prior to the translation being enabled are not translated, even with the re-detect and re-translate feature.
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Use Auto Responder |
When checked, the Language I/O plugin retrieves localized auto responders that are stored in the Language I/O server. If you use this setting in combination with "Retrieve Greeting From SF" (see next row), then Language I/O retrieves the auto responders that are locally stored in your Sandbox org instead. To use this feature with auto responders stored on the Language I/O server, contact Language I/O and provide the desired auto response or ask to use the Language I/O standard default auto response. If you want to use a custom auto-responder, Language I/O 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 | Allows an agent to automatically translate untranslated customer messages that were received before the translation toggle was activated. When checked, all untranslated customer messages in the conversation are automatically translated once the translation toggle switch is enabled. When unchecked, agents may click the “globe” icon to translate each customer message individually. 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 I/O 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 I/O 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. |
When you finish, proceed to Step 4. There are two possible choices:
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