Release Notes - Language I/O for Salesforce Chat version 2.43

These are the Release Notes for version 2.43, released November 22nd, 2023.

Upgrade instructions

To upgrade to Chat 2.43 from an older version of Language I/O Chat, follow these steps.

1. First, you must upgrade to the 2.42.3 patch:
   • Sandbox: https://test.salesforce.com/packaging/installPackage.apexp?p0=04t2M000002imzk
   • Production: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t2M000002imzk
2. Once the upgrade is complete, upgrade again to 2.43:
   • Sandbox: https://test.salesforce.com/packaging/installPackage.apexp?p0=04t2M000002in4k
   • Production: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t2M000002in4k

Improved

Selecting One Language when Performing Bulk Detection or Translation

When a conversation transfers from the chatbot to the agent, Language I/O performs a bulk translation on all of the messages sent back and forth between the bot and the end user. Each message is detected individually and the language detected on the last message defines the language for the human chat. However, this could cause issues when the messages were only numbers and could turn off the translation toggle. We improved the detection flow to ignore numbers so that the system can accurately detect the language for the conversation.

Improved "Language not supported" behaviour

The language detection in Chat was enhanced so that now, the Chat window on the end user's side of the conversation alerts them if they are trying to use the service in a language that is not supported by your organization (for example, "Indonesian is not supported"). At the same time, the agent will see a message that "The account is not setup for the language detected".

"Notification sound for chat messages" chime volume 

Following some reports, it was found that the volume of the "Notification sound for chat messages" chime could be much louder when agents interacted with end users from the Language I/O interface, compared to when they interacted with end users from the native Salesforce interface. We removed the "Notification sound for chat messages" custom setting so that the chime is now the same regardless of the interface you are interacting with. 

New error message for failed translation requests

In certain edge cases, such as when a user switches languages several times during a conversation, the locale set for the chat (locale__c) could reset to null. This caused the "Translate transcript" button to be unresponsive when one wanted to translate the Chat transcript, but there was no message to explain the issue to the user. This is now fixed with an error message to explain why the "Translate transcript" button does not work.

New alert when agents and users speak the same language

Language I/O app now alerts agents when it detects that they and the end user may be speaking the same language. This can happen for example when an end user starts a conversation in Spanish with an English-speaking agent, then switches to English themselves during the conversation. This new alert message prompts the agent to re-detect the language to prevent potentially unnecessary translations.