Setting the End user's Language from a Session or Related Object Field

Overview

The purpose of this document is to describe the setup and usage of the "Language Field" custom setting in the Language IO Enhanced Chat application.

This feature is available from version 1.19 and later.

What is it?

At the start of an Enhanced Chat session, Language IO detects the end user's language from their input. Alternatively, Language IO can retrieve the end user's language from a field.

The "Language Field" custom setting defines one or more Enhanced Chat Session or related object fields to set the language for an end user for translated sessions. Agents can also choose to update the designated field value if the language of the end user changes during a chat, to set the language in the designated field for the next session.

For instance, if your routing flow passes the language code of a localized website to your designated field, the Language IO Enhanced Chat app retrieves it when the agent launches the app. This automatically sets the language of the end user for translation.

Field Configuration

The "Language Field" custom setting supports fields on the Enhanced Chat Session and related objects. For example, the following objects are related to the Enhanced Chat Session object by default, and you can designate a field on any of these objects as the "Language Field":

• Case, related by "CaseId"
• Messaging User, related by "MessagingEndUserId"
• Contact, related by "ContactId"

Language IO recommends that you use a picklist or text field, and expects field values to match Salesforce's standard locale codes. For picklists, the API Name of the picklist value is used rather than the Value or Label.

"Language Field" Custom Setting Configuration

1. Copy the Field Name of the designated Enhanced Chat Session or related object field.

   Note: If you use a related object field, specify the relevant Messaging Session lookup Field Name in the format: [Messaging Session Lookup Field Name.Field Name]
   
   
   For example, if you use the standard "Language" field of the Messaging User object, the custom setting value is "MessagingEndUserId.Language".

• Go to Setup > Custom Settings, and click to edit the Language IO Messaging Public Settings.

• Paste the Field Name into the "Language Field" input field.
  

  Note: This field supports multiple values, comma separated. To set the session language, the Language IO app will check each designated field sequentially until a value is found.
• Save your changes.