Before you begin: An overview of the Language IO Chat installation process

The purpose of the article is to give a brief overview of the different steps to install Language IO Chat for Salesforce in your Salesforce instance.

Prerequisites

Language IO strongly recommends that the user who installs the application is a Salesforce administrator familiar with Salesforce components and authentication features.

Credentials

If your organisation does not have a Language IO account yet, submit a support request to get an account set up. Language IO will send you a set of API credentials.  You must have these credentials to complete the Create (or reuse) a Named Credential step.

Preparing Salesforce

Setting up a community

You must set up a community to use the Language IO plugin. If you do not have one set up, follow these steps:

1. Log in to your Salesforce org and click on the gear icon in the upper right corner. Select Service Setup. 
2. Click View All in the upper right corner of the "Recommended setup" section.
3. Find "Lightning Community Setup". Complete the configuration steps as desired:
   1. Enter a Domain name and Community name of your choice.
   2. Enter a unique Community URL (for example acme-support.force.com)
   3. (Optional) Select a new logo or header images as desired.
   4. In the "Let customers contact you" section, leave the default settings.
   5. Click Finish.

Setting up the Chat

Next, you must set up your Chat service to use the community that you just created:

1. Return to Service Setup > Recommended setup > View all (see previous section). 
2. Find "Chat with Customers". Complete the configuration steps as desired.
   1. In the "Adjust your agents’ chat workload" section, leave the default settings. 
   2. When asked for a URL, enter the Community URL that you created in the previous section:
      1. Go to setup and use the Quick Find box to search for "all sites" to fetch the URL.
      2. Copy and paste the URL next to the community that you created.
   3. As a type, select "Service". 
   4. Click Finish. You can ignore the code snippet.

Creating a Lightning Record page

See Creating a Lightning Records page in Salesforce.

Installation and configuration overview

Installing the application

Each step that involves an action on your part is explained in a dedicated article, linked below. The process is as follows:

1. First, make sure that your instance is ready for the install process (See the Prerequisites section above). This step is crucial to make sure that you have everything you need for the installation.
2. Install the Language IO application.
   This installs the Language IO application on your Salesforce org.
3. Create (or reuse) a Named Credential.
   Named Credentials is the name that Salesforce gives to their authentication system. They allow your Language IO application to integrate and authenticate correctly with Salesforce. You can reuse existing Named Credentials for certain Language IO applications.
4. Configure your Custom Settings.
   The Language IO application is highly customizable. This article shows you the different features that are available to you. See Customizing Settings below for some dedicated set up articles.
5. Finish the configuration.

Customizing Settings

The following articles can help you set up various custom settings to tailor your configuration to your needs:

• Setting up Auto-responders to greet end users in all your languages
  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.”). These articles explain how to prepare and translate your auto-responders for your target audiences and store them either locally in Salesforce or with Language IO:
  • Setting up locally stored Custom Auto Responses
  • Setting up Custom Auto Responses for Salesforce Chat to be stored by Language IO
• Letting Agents set up their preferred language
  You can allow Agents to set up their own preferred language instead of the default (which is typically English). This sets the translation language to and from them to this language.
  • Setting up the Agent Preferred Language feature as an Admin in Salesforce Chat
• Defining the end user’s language
  By default, the application detects the end user’s language through their first message. However, you might prefer to define an end user’s language through other, custom fields, such as a setting in their profile, or deriving their language from the language of the website they sent a message from. This article explains how this detection works and how to set it up:
  • Storing the end user language in a related field with Language IO Chat

Preventing installation issues 

Please read the Installation troubleshooting guide to prevent the most common issues that may happen during installation process. 

If you have any question about this process or if you require assistance, submit a support request.