Setting up Custom Auto Responses for Salesforce Enhanced Chat to be stored by Language IO

Overview

Auto responders are optional, automatic greetings that show when an end user starts a conversation (for example, “Welcome! An agent will be on shortly to help you.”). Language IO can provide default auto responses and their translations, or you can use your own, custom auto responses. When you use custom auto responses with the Language IO application, you must translate the source language responses (for example, in English) to all the languages that you service. The custom auto responses can then be stored in Salesforce or with Language IO.

If you do not want to store custom auto responses in your Salesforce instance, Language IO can have them stored on Language IO servers instead.

The purpose of this article is to show you how to translate and store your custom auto responses with Language IO.

Alternatively, you can also translate Auto Response Messaging Components for Enhanced Chat with the Salesforce Translator’s Workbench, without using custom Apex and Lightning Web Components. For more information, see Setting up the Auto Response Enhanced Chat Component for Translation.

Setup

1. Create a Support Ticket for your request to store your Custom Auto Responses on Language IO server.
2. Specify what Auto Responses you want:
   • If you want to use the default Language IO Auto Responses, Language IO will take care of the rest of the setup. You can skip to Step 4.
   • If you want to use your own Auto Responses, you must provide them at least in the source language (for example English). This is the language that your agents use.
3. The Auto Responses must be translated in each language that you plan to serve your end users. To create the translated versions of the Auto Response, there are two options. You can either:
   • provide your own translated Auto Responses, or
   • request that Language IO have them translated in the required languages. Please specify:
     • the list of all needed languages to Language IO.
     • whether you want Language IO to use your preferred MT engine, or Human Translation (Human Translation incurs additional costs).
4. Language IO will let you know when the Auto Responses and their translations are set up.
5. Once all the Auto Responses are ready, go to the Language IO Messaging Public Settings in Salesforce and make sure that the "Use Auto Responder" custom setting is enabled.