Release Notes - Language I/O for Salesforce Chat version 2.45

These are the Release Notes for version 2.45, released December 9th, 2024.

Please see the installation instructions in Installing Language I/O Chat for Salesforce for the installation link.

New

Creating Translation Turn-Around Time Reports

You can now report within Salesforce for each translation:

• the time when the source text was sent for translation
  • this is the moment when the agent or or the end user sent the message.
• the time when the translation was returned
  • this is the moment when the translation response is received in Salesforce.
• the unique identifier for each translation
  • this is typically the translation id

How it works:

Language I/O uses a custom object (Language I/O Chat Message) to store individual incoming and outgoing chat messages and their translation. Until now, Language I/O always deleted the records of this object after the chat session was done, and only saved the Chat Transcript. This version introduces a new setting option (Keep LIO Message Records) to keep these records so that you can create the relevant reports. This setting is disabled by default. 

If the setting is checked:

• Language I/O does not delete the records of the Language I/O Chat Message object.

• Language I/O can provide a query that you can use to delete these records after you create the reports that you need.

You can find more information about how to create this report here. 

Fixed

Attachments not showing in Language I/O tab

A misconfiguration was identified where, when an agent started a file transfer request from the Language I/O tab, and the user attached the file, the file was not available in the Language I/O tab and the file transfer request showed as still pending, even though the file was in fact transferred successfully and available in the standard tab. 

This was caused by a permission issue. The agents are required to have access to the following objects:

• LanguageIOLA__ContentAttached__e
• LanguageIOLA__RatingChanged__e

We added these permissions to the “Language I/O Chat User” permission set that is included as part of the package of this application.

Early Access

Introducing Language I/O Copilot for Salesforce Chat

Language I/O is very excited to introduce the new Language I/O Copilot for Salesforce Chat. The Language I/O Copilot is an enhanced chat experience that helps agents solve end user issues more quickly and efficiently.

To achieve this, it uses Retrieval-augmented generation (RAG), a technique for enhancing the accuracy and reliability of generative AI models with facts fetched from external sources, in this case, connecting to a Knowledge Base of articles to return relevant information about the topic at hand, in the right language.

For Language I/O Copilot to match chat messages to articles in the customer’s native language, articles in the customer’s language must exist in your knowledge base. Language I/O will work with you to ensure that your knowledge base is set up properly to enable you to use Language I/O Copilot with articles in any language that you prefer.

For more information about how to use Language I/O Copilot, see Using Language I/O Copilot in Salesforce Chat