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

The purpose of the article is to give a brief overview of the different steps to install Language IO Enhanced 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.

Lightning Web Security (LWS)

Lightning Web Components (LWC) are a framework that allow Salesforce users to build custom user interfaces, web and mobile apps, and digital experiences on the Salesforce Platform.

For v1.13, Language IO migrated the component of the Language IO application for Salesforce Enhanced Chat to Salesforce's Lightning Web Components (LWC), which is the the recommended approach for new development projects due to its many advantages.

Because of this, before you install v1.13 or later, or before you upgrade from version v1.12 or older, you must enable Lightning Web Security in Salesforce. For more information, see the Salesforce LWS documentation.

Named Credentials

Named Credentials is the name that Salesforce gives to their authentication system.

Starting with v1.13, the Language IO application for Salesforce Enhanced Chat requires the creation of Named Credentials (Previous versions used Protected Settings).

Before you upgrade from version v1.12 or older, make sure that you create Named Credentials to ensure a smooth upgrade process. 

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. Install the Language IO application.
   This installs the Language IO application on your Salesforce org.
2. 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.
3. 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.
4. Configuring the Language IO Enhanced Chat permission set.
   This step makes sure that your users have the necessary permissions and privileges to use the Language IO application.
5. Add the Enhanced Chat Component to the Lightning Record Pages.
   Finally, you add the application component to the UI so that your agents can use it in their workspace.

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:
  • Setting up Custom Auto Responses for Salesforce Enhanced Chat to be stored by Language IO
  • Setting up the Auto Response Enhanced Chat Component for Translation
• 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. These articles explain how this detection works and how to set it up:
  • Managing End User Language Settings for Enhanced Chat
  • Using a field on the Enhanced Chat Session object to determine the End User's language
• Allowing the end user to specify their language themselves
  • Setting up a MIAW pre-chat field to allow end users to select their language
• 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 Enhanced Chat
• Setting up the Quality Rating Flag
  The application supports Quality Rating Flag. When enabled, users can see a flag icon next to a translated message. If they are not satisfied with the translation, they can click the flag, turning it red. You can configure it for agents, end users, or both.
  • Setting up the quality rating flag for users

If you have any question about this process or if you require assistance, contact your Customer Success Manager.