Using Translation Optimization in the Language IO component for Salesforce Enhanced Chat

This article describes how translation optimization works in the Language IO component for Salesforce Enhanced Chat. 

Translation Optimization is a feature available in Language IO Enhanced Chat from version 1.15 and later.

Using translation optimization

Prerequisite

Translation optimization must be enabled by your Salesforce administrator. This feature is not enabled by default. 

How it works

1. Once translation optimization is enabled, when you accept an Enhanced Chat session and open the "LIO" tab, you can see a new "Translation Optimization" toggle next to the "Translate automatically" toggle:
   

   Note: You can manually toggle this feature on and off during the conversation, as applicable (For more details, see Additional Notes section below).
2. Type your message and hit "Enter" to send. In this example, we use a purposefully enthusiastic and flourished opening message:
   

3. Before the message is translated and sent to the end user, it goes through optimization. This results in a simpler, more direct message that nonetheless preserves the original meaning and intent:
   

   Note: Upon hitting "Enter", the message is optimized, translated, then sent automatically, without the need for additional action from the agent.
4. To see the original message, click the "Translation Optimization" icon under the message:
   
5. To see the translated message that was sent to the end user, click the "eye" icon:
   
6. The end user receives the translation of the optimized message on their end:
   

Cost

The translation optimization feature is charged by the number of words in the original message. This means that, if your original message contains 500 words, but only 400 are translated or returned by optimization, you are charged for the original 500.

Additional notes

• Translation optimization is only available for outgoing messages sent by agents. It does not apply to incoming messages sent by end users.
• Translation optimization is only available for English at this time.
• Translation optimization is not available to optimize transcripts and Agent-to-Agent translation histories (However, the agents may use optimization for their own outgoing messages in their respective sessions).
• Upon hitting "Enter", the message is optimized, translated, then sent automatically, without the need for additional action from the agent. This means that it is not possible to only optimize a message without translating or sending it. However, you can disable source optimization using the toggle.