Release Notes - Language I/O for Salesforce Messaging version 1.8.2

These are the Release Notes for version 1.8.2, released November 28th, 2023. 

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

New

Earlier this year, Salesforce released their Messaging app, a new utility that updates the experience of the existing Salesforce Chat app and offers a variety of improved features. We are pleased to announce that with the Messaging 1.8 release, Language I/O now supports integrations with this new Salesforce Messaging app.

Language I/O support for InApp and Web channels (MIAW)

Messaging for InApp and Web (MIAW) are new channels through which agents can communicate with end-users. This means that, just like SMS, Facebook, and WhatsApp, InApp and Web Messaging simply are different types of Messaging Channels.

• InApp Messaging refers to interactions that happen when the end-user uses a company’s mobile app to start a customer support messaging session.
• Web Messaging refers to interactions that happen when the end-user uses a company’s web page to start a customer support messaging session. In other words, this replaces the chat functionality that existed before.

Language I/O support for Enhanced Conversation

The new "enhanced conversation" component is a new UI that allows agents and end-users to have a continuous, yet asynchronous conversation. This means that, just like a text message conversation, one can see the past history of the messages that they exchanged with a contact indefinitely, until they delete the conversation. Unlike a traditional chat, end-users and agents can come back to this Messaging conversation at any time without losing this history, and without ending the session. 

Enhanced conversation is also available as an option for WhatsApp and Facebook channels.

Enhanced conversation supports the following:

• Translation of inbound and outbound messages
  The component translates end-user messages for the agent, and the agent's responses to the end user. By default, the window shows the translation of the end user's message and the original agent response. Agents can toggle the "eye" icon to show either the original user message, or the translation of their reply respectively, which appears in a bubble of a different color for easy reference. 
• Enabling and disabling translation
  The translation happens automatically when the "Translation" toggle is enabled. Agents can manually enable or disable this, as needed.
• Ending a messaging session or marking it as inactive 
  A menu at the top-right of the conversation allows agents to finish the conversation or mark the conversation as inactive. Inactive conversations can resume if the end-user sends a new message, whereas "End Chat" closes the session.
  

Improved

Defining the language when performing bulk detection or translation

Until now, when the transfer of a conversation from the chatbot to an agent occurred, this performed a bulk translation on all of the messages sent between bot and end-user, where each message was detected individually and the language detected on the last message defined the language for the chat. This could cause issues when messages were composed only of numbers and occasionally could cause the translation toggle to turn off. Now the agent can define the language manually to perform the operation in bulk, making the transfer more seamless and user-friendly.

Fixed

Recurring "Component Error" for agents

A bug was found where, when an agent was serving a Messaging conversation, they would see a "Component Error" pop up when they posted a reply. Agents could close the error to continue the conversation but the error would reoccur with every reply. This is now fixed and agents can now serve Messaging conversation as normal.