Release Notes - Language I/O for Salesforce Chat version 2.41

These are the Release Notes for version 2.41, released April 11th, 2023.

Please see the installation instructions in Setting up Language I/O Chat in Salesforce (admin guide) for the installation link.

New

The Customer Language can now be stored in a related field

It is now possible to store the detected locale for an end user in a related "language" field. This way, you can easily reference the locale of this end user in any follow-up conversations, such as a Case or a new Chat with the same related record.

When a Chat 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.

This allows you to:

• easily see the customer language in the chat window and store it for future use
• re-detect and update the language if the detected language is different from the stored  language
• re-use the stored language in future communications with the same customer

For more information about how to use related fields to store the customer's language, see Storing the end user language in a related field with Language I/O Chat. 

New error reports

It is now possible for admins to generate reports and transcripts automatically when an agent encounters a "thrown script exception" error. This type of error could be difficult to diagnose. The new reports now store not only the translation logs but also records important debug data such as the payload that was sent from Salesforce, the response that it received from the server, as well as checkpoints to assess the progress of the transaction and where it failed.

This new report system will help make sure the support teams have as much information as possible to resolve issues, greatly improving support response times in the process.

Improved

Named Credentials now required for configuration

When you set up your Language I/O plugin for Salesforce Chat, configuring the Named Credentials is now marked as a required step. This was not the case before, even though Named Credentials are necessary for the plug-in to function properly. This makes future installations and setups of the plugin easier and more intuitive for administrators. 

Improved flexibility when using the prechat form

The Subject Field and Description Field in the Language I/O Chat custom settings now accept a list of values. This way, you can have localized prechat forms and still translate the Subject and Description. 

To configure this, follow these steps:

1. Create a field in the Case object (for example Prechat Subject)

2. Add it to the prechat form (Embedded Service Deployments)

3. Enter the field label in the Subject Field

4. Start a chat as a customer: in the prechat form, type a text in the field before you start the chat

5. Accept the chat as an agent: note that the field is translated 

With this feature, agents now have even information and context to help their customers.

Fixed

Translation quality flag still showed when disabled

A bug was found where, even if you disabled the quality flag for agents or for customers, the flag would still show a quality rating in the chat. This is now fixed and ratings do not show if the quality flags are disabled.

Issue when requesting a file while having multiple chat in progress

A bug was found where, if you had multiple chats in progress and requested a file in one of the chats, the request would be posted to all chats, and the file posted in response would be posted to all chats as well. This is now fixed and any file request by an agent and its response from the user only appear in the chat they belong to.