Language IO Enhanced Chat for Salesforce user guide

The purpose of this article is to give you an overview of how the Language IO connectors translate Enhanced Chat Content. The Language IO connectors translate messages from SMS Text messages, Facebook Messaging, Whatsapp Messaging, InApp chats and web chats.

Using Language IO Enhanced Chat for Salesforce

For demonstration purposes, the process below uses Facebook Messaging as an example.

1. Click to open the Omni-Channel status options and select "Available-Messaging" to make yourself available:
   

   Note: The "Available-Chat" option is for in-app chat support.
2. An end-user uses a Facebook channel to send you a message. In this example, the channel is called "QA Messaging" and the user speaks Chinese:
   
3. You are notified of an incoming messaging request. You click the check mark to accept the request:
   
4. The Language IO Messaging tab opens. As an English-speaking agent, you see the end-user original  untranslated message:
   
5. Then the original message is replaced with the translation of the message:
   
   You can always see the original message if you want. To do so, click the "eye" icon:
    
6. Meanwhile, an autoresponder sends a greeting message to the end-user in their language:
    
7. In the Agent workspace, the autoresponder greeting is displayed in your language:
   
8. Messages and responses are now understood by both the Agent and the customer.