Allowing agents to select their preferred language

While the default language for translation for agents is typically English, meaning that the source (outgoing message) and target (for incoming messages) languages are English, some international organizations might want to accommodate those among their agents for whom English is not the first language. For example, a support center in Paris, France, staffed with French-speaking agents, might want to give these agents the possibility to converse from and to French.

The purpose of this page is to show how you can enable for Agent the option to select their preferred language for translation from the Record Detail component in the Case Record Page.

This appears in the UI as shown below (orange box):

(Click to enlarge)

Setup

You can either apply the language change to an individual case, or apply the language change at a user level, which affects all cases going forward. The setup counts three or five steps, depending on this choice :

1. Create a Global Picklist 
   1. From Setup, go to Picklist Value Sets.
   2. Create a New Global Value Set.

   3. Please enter the following information in the form:

      • Label: Language IO Languages.
      • Name: This information should populate automatically.
      • Values: The language codes that you would like your agent to select.
      Note: The Names of the languages in your picklist must match the language codes that Language IO configured for your account. You may modify the Values of the languages in your picklist for readability. If you have any doubt, submit a support request.
2. Create Case Field 
   1. From Setup, go to Object Manager.
   2. Find and open Case, then find Fields & Relationships
   3. Create a new field, with the type “Picklist”.
   4. Enter the required information in the form.
      • For “Values”, select “Use global picklist value set” and select the Global Picklist that you created in Step 1.
   5. In the next page, make the field visible to all the profiles that will use of this field.
   6. In the final page, make sure that you add the field to all the Case Layouts that interact with the Language IO Case plugin.
   7. Save. Copy the Case Field Name of the field that you just created.
       
3. Add Case field to Custom Settings
   1. From Setup, go to Custom Settings and click Manage next to Language IO Response Public Settings.
   2. Click Edit.
   3. Paste the Case Field Name next to “Case Language Preference”.
   4. Click Save.
       
4. (Optional) Create User Field
   This step is required if you want the agent language selection to apply to all cases. You may stop here if you would like the agent language selection to only apply on a case by case basis.
   1. From Setup, go to Object Manager.
   2. Find and open User, then find Fields & Relationships.
   3. Repeat the steps in Step 2.
       
5. Add User field to Custom Settings
   1. From Setup, go to Custom Settings and click Manage next to Language IO Response Public Settings.
   2. Click Edit.
   3. Paste the User Field Name next to “Agent Language Preference”.
   4. Check the “Apply Language Preference to All Cases” setting.