Storing the end user language in a related field with Language IO Messaging

Overview

The purpose of this document is to describe the setup and usage of the "Language Field" and "Language Lookup" custom settings fields in Language IO Messaging.

This feature is available in Language IO Standard Messaging from version 1.7 and later, and Enhanced Messaging from v1.17. If you have an older version than SM v1.7 or EM v1.17, and you are interested in upgrading to use this feature, contact your Language IO Customer Success Manager.

What is it?

The purpose of this feature is to store the detected locale for an end user in a "related language" field. This makes it possible for agents to reference the locale of the end user in follow-up conversations, such as a Case or a new Chat with the same related record.

When a messaging session starts, if the "related language" field is empty, the system fills in the language upon detection. If there is already a language specified in the field, and this language is different from the language detected, a popup opens to ask whether to update the field with the new language. The same process happens if you activate the "language re-detect" function.

Similarly, if the lookup record that stores the related language is updated, the same verification happens: if the new record does not have a related language, the system fills in the detected language. If the new record already has a related language, and this language is different from the language detected, a popup opens to ask whether to update the field with the new language.

Custom Setting Configuration

You can chose any field (custom or standard) for this functionality, as long as it is a type that can store the language (text, picklist, text area, etc). The field must exist on a related object to the Messaging Session standard object (see examples below).

There are two components to the field:

• "Language Lookup" represents the API name of the lookup field for the related object.
• "Language Field" represents the API name of the field that contains the language.

Available Objects

By default, the related language field can be found on any of these objects:

• Case, for which the lookup is "CaseId"
• User, for which the lookups are "CreatedById", "LastModifiedById" or "OwnerId"
• Lead, for which the lookup is "LeadId"
• Messaging Channel, for which the lookup is "MessagingChannelId"
• Messaging User, for which the lookup is "MessagingEndUserId"
• Account, for which the lookup is "EndUserAccountId"
• Contact, for which the lookup is "EndUserContactId"
• Opportunity, for which the lookup is "OpportunityId"

In addition, any related custom object can hold the related language.

Setup Examples

Example 1

1. In the Object Manager, you open the Contact standard object. In Fields and Relationships, you set the "Language" field with the "Language__c" name from the API:
   
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2. In the Object Manager, you open the Messaging Session standard object. In Fields and Relationships, you set a custom setting called "Messaging User Contact" with the value "EndUserContactId":
   
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3. In Setup > Custom Settings, open the Language IO Social Messaging Public Settings. Make sure that the "Language Field" entry contains the "Language__c" value and the "Language Lookup" entry contains the "EndUserContactId" value:
   

Example 2

1. In the Object Manager, you open the Messaging User standard object. In Fields and Relationships, you set the "Language" field with the "Language__c" name from the API:
   
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2. In the Object Manager, you open the Messaging Session standard object. In Fields and Relationships, you set a custom setting called "Messaging User" with the value "MessagingEndUserId":
   
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3. In Setup > Custom Settings, open the Language IO Social Messaging Public Settings. Make sure that the "Language Field" entry contains the "Language__c" value and the "Language Lookup" entry contains the "MessagingEndUserId" value: