Managing End User Language Settings for Case

Overview

When users initiate support conversations with Language IO’s Salesforce applications, the applications default to detecting the appropriate language to translate from the following methods:

• For agents: The application sets the agent’s language according to the agent’s default Salesforce profile language. For example, if the agent’s Salesforce interface is presented in English, Language IO sets the agent’s language for translation into English.
• For end users: The application sets the end user’s language based on an attempt to automatically detect the language. This is handled by sending the input text that the user provided to a system that analyzes the input, and attempts to recognize the language that it is written in. After this value is detected, Language IO stores the value so that detections are not required on any future messages, unless the end user switches languages in the middle of the conversation.

There are many use cases where a Salesforce administrator may want to rely on additional information from elsewhere in the Salesforce environment to make a better informed decision on how to correctly determine the end user’s preferred language. For example, the end user may have already filled out their preferred language in their user profile information, or they may have implied their language preference based on the primary language of the website or interface from which they initiated the support conversation.

Language IO gives Salesforce administrators the ability to point the Language IO application to related fields elsewhere within the Salesforce environment, in order to import these known language values into the support conversation. This can create a better customer experience by automatically defaulting to a known end user language whenever possible, allowing for items like menus, automatic greetings, and more to be instantly presented to end users in their preferred language, even before they have sent their first message.

Below are details on how to configure this capability within the Language IO Salesforce application.

Instructions

In the Language I/O Response Public Settings, the “Locale Field Name” setting determines the end user’s language. By default, when Language IO runs a detection call on the end user’s language, this is where this detected value is stored.

To populate this field with a known end user language preference from another location in the Salesforce instance (for example, to fetch the end user’s language preference from their user profile), administrators can instead set the “Locale Field Name” setting to the API name of a custom field of the Case object.

To do so, follow these steps below:

1. In Salesforce, go to Setup > Object Manager.
2. Find “Fields and Relationships”.
3. Create a custom field in the Case object.
   In the example below, the Salesforce administrator created a custom field called Language__c.
   
4. Enter the API name of the custom field into “Locale Field Name” of the Language I/O Response Public Settings. In the example below, Language IO is set to reference Language__c to determine the end-user’s language preference.
   
5. Administrators can then configure the field Language__c (in this example. Again, it can be a value of your choice as long as it matches the field name configured in step 3) to be populated with the language code for the end-user’s preferred language. For a list of supported locale code, see Machine Translation Language Support.
   • When an agent requests the first translation in a Case conversation, the Language IO Case application first checks the value of the "locale" (language) field in the Case object. In this example, if the Language__c value contains a valid language code, Language IO will automatically use this code to set the end-customer’s preferred language.
   • If the Language__c value is empty or contains an invalid language code or another unsupported value, the application attempts to detect the language automatically based on the end user's message that is sent for translation. The application then populates the detected language into this field as the end user's language for subsequent translation requests.