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Installation of Language I/O Chat in Salesforce

This article is intended for Salesforce administrators responsible for installing and configuring the Language I/O Chat add-in for automated chat translation.

Installation of the Language I/O App for Live Agent

  1. Contact Language I/O Support at support@languageio.com to get an account setup in our database. Once an account is created on our side, you will be sent a Language I/O Consumer ID. This will be used later in the process. 
  2. Create a Salesforce user for Language I/O with sufficient permissions to push back translations. Administrator level is easiest for setup purposes, but minimum requirements are as follows in the screenshot. Language I/O will need to be provided the username, password, and security token for this user.Screen_Shot_2018-10-19_at_2.42.28_PM.png
  3. Install the package from the latest URL below depending on whether you are using a Sandbox or Production org. Begin by logging into the instance of Salesforce you wish to use. Visit the install link in the same browser and select "Install for all users".

 

   4.  To setup secure settings for the plugin add a new visualforce tab that will only be used by an Administrator in initial setup. Navigate to Setup -> Create -> Tabs.
create_tab.png

Press the 'New' button next to the "Visualforce Tabs" label.
create_tab2.png

Enter the information shown below for Step 1:

 

visualforce_tab.png

Be sure to give the appropriate user profile Tab Visibility access for Step 2:
visualforce_tab2.png

Select the Custom App that you want the tab to be available for. Typically we add it to the Console App that will be hosting the chat functionality but you can have it available for all apps:
visualforce_tab3.png

   5.  Next, add the tab layout in the Custom App that you would like for it to appear (as an administrator). Go to My Settings > Display & Layout > Customize My Tabs

my-settings.png

Select the Custom App you want to add the tab to, then select the 'Language I/O Live Agent Secure Settings' tab and add it to your list of Selected Tabs, then press save.

customize_my_tabs.png

 

   6.  Launch the Custom App you added the 'Language I/O Live Agent Secure Settings' tab to and navigate to it. Fill out the all of the fields with values provided by us (Note, we no longer user Consumer Id). The LinguistUrl will be https://golinguist.com/linguistnow/resources/ 

secure-settings.png

The settings are one-way entry and will disappear after saving. This is expected. After verifying that the product is working, this process can be undone to remove existence of the tab, as these settings only need to be entered once.

7. Create LinguistNowLiveAgentSettingsPublic by navigating to Setup > Develop > Custom Settings

public-settings.png

Browse to LinguistNowLiveAgentSettingsPublic. Click "[Manage]". On first install there will be no "Default Organization Level Value" so click "new" to add that root level.

8. Ensure the Language I/O server is added to the safe servers list in Setup > Administer > Security Controls > Remote Site Settings
remote-settings.png

Press 'New Remote Site' and add "https://golinguist.com" to remote sites
remote-settings2.png

9. Add the control to a console app page by going to Setup > Build > Create > Apps
apps.png
Press edit next to a Console App you want to contain the live agent plugin in. Then browse to "Include Live Agent in this App" section, and add the "LinguistNow_LiveAgent" page

linguistnow-liveagent.png

lookup.png


Language Detection

In this section we will describe a few ways in which the system can detect the customer's language so it can be properly set in the chat session. One of these options must be enabled to ensure accurate translation between the customer's language and the agent's language. Language I/O detects the agent's language via the logged-in user's profile language. The customer's language can be set via one of the below options.

 

Option 1: Chat Button Language Setting

Create a Chat Button that is automatically passed the customer's language to drive the language of the chat session for the customer.

To do this first create a "Live Agent Deployment"
Browse to Customize > Live Agent > Live Agent Sessions > Deployments

deployments.png

Press the "New" button as shown below:
live-agent-deployments-new.png


The following is a sample configuration for deployment:
live-agent-deployment.png

After you have created a deployment go back to the list of deployments and click on the name of the deployment to get the Deployment Code. Copy and paste this into new HTML file.

Now create a chat button by browsing to

chat_button.PNG

  1. To enable this method: Navigate to Setup > Develop > Custom Settings > LinguistNowLiveAgentSettingsPublic. Click "[Manage]".
  2. Turn on the "LinguistNowUseChatButtonLanguage checkbox in the public settings for LinguistNow Live Agent, per below. 

Other configuration settings:

  1. LinguistNowIncludeOriginalText . If checked, the original pre-translation English in the chat will be visible to the customer as well as the translation.
  2.  LinguistNowUseAutoresponder: Send a translated initial greeting to the customer (the auto-greeting of the chat must be disabled)
  3. LinguistNowRetrieveGreetingFromSF: Use locally stored greetings in custom objects that come with the project (see addendum below)
  4. LinguistNowAppendTranscript: Append a sequence of the chat with translation activity to the transcript
  5. LinguistNowUseChatTextInput: Grab text from the left chat window instead of the provided text input a the bottom of the plugins interface. This option is preferrable for users of QuickText in the chat, as the plugin does not support quick chat.
  6. LinguistNowAttemptLocaleDetection: Attempt to determine the locale of the text from the users first type sentence, else default to the browser or button locale.
  7. LinguistNowUnsupportedLanguageText: Default text to send to the user if their language or locale is not supported for translation. This text can be customized in our backend to respond to certain browser languages.
  8. LinguistNowUseAgentsSFLocale: If unchecked, assume the agent is going to speak English. If checked, use the Agent's set Salesforce locale for translation. 
  9. LinguistNowCustomDetailLocale: A locale code can be passed in the custom details of the chat, this may be desired if neither the chat button language or the browser locale suffice. Screen_Shot_2018-10-19_at_2.46.59_PM.png

Option 2: Browser Language Setting

If LinguistNowUseChatButtonLanguage is left unchecked, the chat plugin will assume the language of the customer's browser.  This is useful in cases where chat comes from one area without a specified language.

 

 

 

 

Setting up Locally Stored Custom Greetings

The following will detail how too setup Greetings and Timeouts by locale. The plugin will start with the most specific locale e.g. (“es-la”), if that doesn't match it checks root locale (“es”), and if that fails to match it defaults to “en” when selecting a message. You will have to add custom object tabs to your admin view to edit them.

Via Setup -> Create -> Tabs

create_tab.png

Create a new set of custom tabs for Language I/O Connection TImeout Messages and Language I/O Greetings. Add the tabs to the console you are hosting 

Language I/O Connection Timeout Message:

Screen_Shot_2018-10-19_at_2.53.34_PM.png

Language I/O Greetings:
custom-greeting.png

 

This should produce tabs to edit the new custom objects.

Screen_Shot_2018-10-19_at_2.53.51_PM.png

You can then add greetings per locale for each of the object types

Screen_Shot_2018-10-19_at_2.53.56_PM.png

Screen_Shot_2018-10-19_at_2.54.01_PM.png

When all greetings are setup navigate Navigate to Setup > Develop > Custom Settings > LinguistNowLiveAgentSettingsPublic. Click "[Manage]". 

Enable the setting "LinguistNowRetrieveGreetingFromSF" to use locally stored messages. 

Screen_Shot_2018-10-19_at_2.54.11_PM.png

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