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Language Detection Flow in SF Chat

This document describes the different ways the Language IO app determines the language of an end-user, and goes through the priority order of each.

To see how to configure language detection, see Determining the language of a customer in SF Chat. There are two main flows for language detection, depending on whether or not you enable the "Attempt Locale Detection" setting.

 

When "Attempt Locale Detection" is enabled

When "Attempt Locale Detection" is enabled, the flow goes like this, in order of priority: Subject Field (Pre-Chat form text) > Description Field (Pre-Chat form text) > Language Field (Related Field).

To configure Subject Field, Description Field and Language Field, see the custom settings.

  1. Using the Pre-Chat form:
    1. If the end-user fills out the field from the pre-chat form, the Language IO app sets this as the language for the chat. If the Language Field was pre-populated with a value, the detected language from the pre-chat form overwrites this value.
    2. If the end-user does not fill out the field from the pre-chat form, the Language IO app uses the Language Field as the customer’s language.
  2. Using the Language Field:
    1. If there is a value in the Language field but the end-user's first message is in a different language, then the Language IO app translates the message, then prompts the agent to confirm if they want to update the Language Field.
    2. If there is no content in the Subject or Description, and there is no value in the Language Field, then the Language IO app detects the language based on the first message that the end-user sends. The Language IO app then populates the Language Field value automatically with the detected language.
  3. If you only rely on Attempt Locale Detection but do not have any other end-user language detection feature enabled, then the Language IO app detects the language based on the first message the end-user sends to the agent.

When "Attempt Locale Detection" is disabled

When "Attempt Locale Detection" is disabled, the flow goes like this, in order of priority: Custom Detail Locale (Pre-Chat Picklist) > Language Field (Related Field) > Chat Button > Browser Language.

Important: It is not possible to configure both Pre-Chat Picklist (Custom Detail Locale) and Language Field at the same time. You must use one or the other.
  1. The Pre-Chat Picklist is a list of languages: the end-user picks their language and this sets the language for the chat.
  2. Language Field, then Chat Button
    1. If there is a value in the Language field, then this takes precedence over the Chat Button language. In other words, it ignores the Chat Button.
    2. If there is no value in the Language Field, then the Chat Button language serves as the end-user's language and the Language Field is populated with this value.
  3. Language Field, then Browser Locale - if Language Field is configured in the custom settings.
    1. If there is a value in the Language Field, then it takes precedence over the Browser Locale.
    2. If there is no value in the Language Field, then the Browser Locale a serves as the end-user’s language and the Language Field is populated with this value.
Note: Using re-detect always takes precedence over all settings.

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