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Setting up a pre-chat field to allow end users to select their language

This article uses the documentation for Salesforce MIAW (“Salesforce Messaging for In-App & Web“) to show how you can create a dropdown menu to allow end users to select their language in Enhanced Chat. The complete documentation of this feature is on the Salesforce Support website.

Adding a dropdown menu to your pre-chat form

  1. Go to Setup. In the Quick Find box, enter "Embedded Service Deployments" then select this option.
  2. Select View from the dropdown menu for your deployment.
  3. Click Edit Pre-Chat.
  4. Select Activate the pre-chat feature.
  5. Choose Every Conversation to show the pre-chat form with every conversation.
  6. Under "Visible Pre-Chat Fields", click Add Field, then select Custom.
  7. Select Dropdown as your field type.
  8. Add a Dropdown Name, Dropdown API Name, and Dropdown API Values.
    • API Values should correspond to your enabled language codes. Please refer to the standard Salesforce language codes listed in this Salesforce article.
    • Dropdowns can have up to 200 values.
    • Format each dropdown API value to start with a letter, contain only alphanumeric characters, and use underscores instead of spaces.
    • (Optional) Create a custom label for each dropdown value that displays on your pre-chat form, as it is what your customer sees. For example, for an API value 'fr', add a custom label 'French'. If you do not create a label, the end user sees the API values. (see Step 11 below)
  9. Click Save.
  10. Save your changes to the pre-chat form.
  11. To create a custom label for a custom field, return to the deployment settings page and click Set Custom Labels.
    1. Select the language for this custom label. If you support several languages, you must create a custom label for each language that you support.
    2. Select Pre-Chat as the chat group.
    3. Under "Label Group", select Dropdown Values to customize the labels for your field’s dropdown API values.
    4. Under "Label Type", select Standard.
    5. Enter a custom label for your custom field, and then click Finish.
  12. Return to the deployment settings page and click Publish.

 

 

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