Setting up the Agent Preferred Language feature as an Admin in Salesforce Enhanced Chat

While the default language for translation for agents is typically English, meaning that the source (for 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 Agents the option to select their preferred language for translation.

This is a two-step process. First, you must set up the Agent Preferred Language feature in Salesforce Enhanced Chat. Once you set up this feature, your agents can configure their preferred language separate from the user language and locale. For more information, see Setting up the Agent Preferred Language feature as an Agent.

Configuring the Agent Preferred Language feature in Salesforce Enhanced Chat

Steps

1. Log in to your Salesforce org and go to Setup.
2. In Setup, click on the "Object Manager" tab and look for the User Object.
3. Go to Fields & Relationships within the User Object. Create a New field:
   
4. In Data Type, select "Picklist", then click Next. A New Custom Field pop up opens.
5. Fill in each field of the New Custom Field screen like this:
   • Field Label: Translation Label
   • Values: 
     1.  
        1. Select "Enter values with each value separated by a new line":

        2. Enter the values of the supported locales in the text box:

           Important: The Values you use can be the names of the languages. The API name must match the locales mapped to your Language IO account. Ask your Customer Success Manager for a list of relevant locales:
           
        3. Check "Restrict picklist to the values defined in the value set":
   • Field Name: Enter the relevant name of your choice, for example "Translation_Language" or "Preferred_Language".
   • Description: (Optional)
   • Help Text: (Optional)
   • Required: (Optional)
   • Auto add to custom report type: Check "Add this field to existing custom report types that contain this entity":
     
   • Default Value: (Optional)
     
6. Click Next, grant Fields to profiles then Next again, then click Save.
7. Find the field you just created and copy the Field Name:
8. Click on the Home tab next to Object Manager:
9. In the Quick Find box, look for Custom Settings and open the Language IO Messaging Public Settings.
10. In the custom settings, click on Edit.
11. Find the "Agent Language Preference" setting, and paste the field name of the Translation Language field: