Release Notes - Language I/O for Salesforce Chat version 2.44.3
These are the Release Notes for version 2.44.3, released March 20th, 2024.
Upgrade instructions
You can upgrade from 2.43 to 2.44.3 directly.
If you upgrade from version 2.42.2 or older, follow these steps.
- First, you must upgrade to the 2.42.3 patch:
- Once the upgrade is complete, upgrade again to 2.44.3:
New
Translation Optimization
Translation optimization is a Language I/O feature where an agent's message passes through a Large Language Model routine that lightly alters the source content to increase the likelihood of a high-quality machine translation. This process is designed to preserve the tone and meaning of the agent's original message.
Translation optimization can be useful when you want to ensure the consistency and quality of translations, for example when you have a large pool of agents who may use different styles to address users. Automated optimization can help you use consistent language while saving on training costs.
For more information about Translation Optimization, see What is the Language I/O Translation Optimization feature?
To see how you can use Translation Optimization in Salesforce Chat, see Using Translation Optimization in the Language I/O plugin for Salesforce Chat.
Improved
Translation of past messages when transferring chats
When transferring a conversation to an agent from a Chatbot or another agent, the second agent can now translate the previous content to their language so they can understand the context of the conversation. Past messages can be automatically translated by enabling “Translate All Untranslated” in the custom settings. If this setting is disabled, the agent can manually translate each message by clicking on the globe icon underneath each text bubble.
Icons used in the Language I/O app UI
Translate automatically switch
When toggled on as shown, agent messages are translated automatically when sent.
Optimization switch
When toggled on as shown, agent messages go through the source optimization process.
Show both original and optimized messages
When clicked, the interface shows both the optimized and original message.
Show translation
When clicked, the interface shows the translated message that the end user received.
Transcripts highlights and readability
We made improvements to the way transcripts show the various elements of a conversation.
Before, the transcript highlighted all the translations, regardless of language, and all highlights were the same color:
The new transcripts now highlight the messages in the agent's language, regardless of whether it is a translation or not (In this example, in English). In addition, the user messages are highlighted in yellow, while the agent's messages are highlighted in blue. When optimization is used, the optimized message (which is the one that is translated and sent to the user) is highlighted rather than the original message.
Fixed
Transcript shows user as "null"
A bug was found where, if the "Append Transcript" setting was enabled, some chat conversation in which the transcript was appended after the end of the conversation showed some user messages as coming from "null". This did not happen when the transcript was appended using the "Translate Transcript" button for the same chat.
This is now fixed so there is always a user defined as the origin of the message, with the default being "Visitor" and "Agent" if no names are found.
Component error on re-detect for unsupported locales
A bug was found where the application would throw a component error if the agent tried to re-detect a message in which the newly detected language was not configured for the account (also known as an "unsupported locale"). This happened specifically when 'Use Auto Responder' and 'Retrieve Greeting from SF' were enabled in the custom settings.
The component error is now fixed so that it no longer happens and the "unsupported locale" message shows as expected.
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