Salesforce (SF) Messaging Translation User Guide

The purpose of this article is to give you an overview of how Language I/O's Connectors translate Messaging Content. The Language I/O connectors translate messages from SMS Text messages, Facebook Messaging, Whatsapp Messaging, InApp chats and web chats.

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

Using Language I/O Messaging for Salesforce

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 I/O 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.