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Language IO Enhanced Chat for Salesforce - Custom Settings

Note: This is step 3 of 5 to install Language IO Enhanced Chat for Salesforce.

The features of the Language IO Enhanced Chat for Salesforce application are heavily customizable. This allows organizations to tailor their integration to their specific needs. The purpose of this article is to give you a list of all the options that are available to you in the app’s custom settings, as well as scenarios in which you might want to enable, or disable, these features. 

Configuring Custom Settings

  1. Use the quick find box to go to Setup > Custom Settings.
  2. Click Manage next to Language IO Enhanced Chat Public Settings.
    Custom_Settings.jpg
  3. There are two possible ways to proceed:
    1. Option 1: Click on the New button at the root level to assign the same custom settings to all users and profiles in the organization.
    2. Option 2: Click on the New button below the Default Organization Level Value to customize settings based on users or profiles. 
      Messaging_Public_Settings.jpg
  4. Configure the custom settings according to your needs (visible options may vary): 
    Screenshot 2025-08-22 at 13.24.25.png
  5. Click Save.

When you finish, proceed to Step 4: Setting up the Language IO Enhanced Chat permission set. 

List of available Custom Settings

Setting Name  Definition
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 the customer starts chatting in a language that is not supported by the current configuration, it automatically sends the message detailed in this field to alert the customer that their language is currently not supported.
Use Agent Salesforce Language With Language IO Enhanced Chat for Salesforce, you can allow your agents to set their preferred language. When this setting is checked, the component uses the agent’s language instead of translating to English by default.
Named Credential Named Credentials is the name that Salesforce gives to their authentication system. When you install the Language IO application, 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 the component. Use this setting to define the label for these named credential.
Reset Locale

Agents can reset the language (or "locale"), of the end user if they need to (for example, if the end user switches to another language mid-conversation).

  • When checked, the agent using the component can switch the translation toggle off.
  • When the toggle is switched back on, it re-detects and resets the end user’s language.
Translation Enabled When checked, the translation toggle in the agent’s workspace is enabled by default.
Use Auto Responder

Auto responders are optional, automatic greetings that show when an end user starts a conversation.

  • When this option is checked, the component uses translated auto responses stored with Language IO.
  • For this feature, users should contact Language IO and provide the desired auto response or use Language IO's standard auto response.
  • Language IO then can send the text to be translated by human linguists or machine translated with the user’s preferred translation engine.
  • Once Language IO receives all the translated responses, each response is mapped with their language.
  • The auto response is sent when the chat begins or the toggle is turned on.

For more information, see Setting up Custom Auto Responses for Salesforce Enhanced Chat to be stored by Language IO.
Language Lookup

This setting can be used determine the end user's language in conjunction with the "Language Field" setting.

Important: As of v1.19, this setting is deprecated.

You do not need to update this setting immediately. However, if you make any updates to language detection methods, you must update the setting field as described in "Language Field" below. For more details, see Using a field on the Enhanced Chat Session object to determine the End User's language.

If you are using v1.18 or a prior version, see Storing the end user language in a related field with Language IO Enhanced Chat or upgrade to v1.19 (recommended).
Language Field

This setting can be used determine the end user's language based on a field on 1) a field from an object related to the Enhanced Chat Session (for example, the Enhanced Chat User object), or 2) a field on the Enhanced Chat Session object.

Option 1 allows Language IO to determine the translation language using a known language preference record (for example, if you know the customer's language preference from their user account). For more information about how to associate this known value to the Enhanced Chat Session, see Storing the end user language in a related field with Language IO Enhanced Chat.

Option 2 allows Language IO to reference a field within the Enhanced Chat Session that is initiated when the session begins. For example, organizations can configure the language preference to be based on the language of the site that the user initiated the Enhanced Chat Conversation from (For example, detect that the website is in Spanish and set the end user language to Spanish). For more information about how to set up this configuration, see Using a field on the Enhanced Chat Session object to determine the End User's language.
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.
Enable Visitor 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 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.

 

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