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Language I/O Chat for Salesforce

The Language I/O Chat app for Salesforce allows mono-lingual support agents to chat with customers in over 100 languages, within the Salesforce agent console where they normally work. In this article, the examples will include an English-speaking agent and a Russian-speaking customer. However, the Language I/O Chat translation app is by no means limited to these languages.

Our Salesforce app is powered by the best machine translation engines in the industry for the particular language pair - to provide both instantaneous translations as well as high quality. Moreover, the Language I/O failover system will automatically send your translation requests to a second and even third machine translation engine should a problem occur with the first translation request. And it all happens within milliseconds.

Lastly, if you have a glossary of terms that you would like to see translated a specific way - or not translated at all as in the case of product names - we can impose your product- and industry-specific terms on top of any of the machine translation engines we support.

Here's how it works.

 

  • First, the customer will request a chat from your language-specific support portal. In this example, it's the Russian portal. The Salesforce chat launch script (which you can retrieve from your salesforce org) should be embedded within the portal page. When the customer clicks the link, it will automatically launch the customer-side chat window as well as inform your Salesforce org of the customer's language. In the below example, the link entitled "Нaчать разговор" will launch the agent window.

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  • Once the customer has requested a chat via the link above, the customer will see the below message in their own language (provided by Salesforce) that asks them to wait while they are connected with an agent.

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  • Inside Salesforce, to see the incoming chat requests, the agent will need to set their status to "Online" from the bottom right-hand corner once in console mode.

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  • The agent will then see the chat request and should click on the "Accept" button to accept the chat request.

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  • When the Language I/O Chat plugin is installed and translation enabled, the agent will automatically see the Translation tab, which will contain the English version of the conversation. Ingoing and outgoing chats are translated automatically.

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  • On the customer's side, the same conversation is in Russian.

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  • When the customer chats back in Russian, it is automatically translated into English. The agent can click on "Show" to see the original Russian. 

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  • And in this fashion the English-speaking agent is able to chat with non-English-speaking customers! Only the translations will display for the customer.

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  • Once the chat session is ended by either the customer or agent, both the Russian and English chats will be written to the standard Salesforce transcript. To see the transcript, just navigate to Chat Transcripts from the upper-right-hand menu in console mode. 

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  • Find the transcript associated with your session and open it as you normally would. Below the standard chat transcript you'll see the translated version of the transcript with both English and Russian. If you manage a group of agents and speak only English, you'll understand what was said during the session as well.

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  • Agents can use auto-responders to go out at the beginning of the session in the customer's language. An auto-responder greets the customer and we recommend letting the customer know that the chat is being machine translated, so they know they are communicating with a human and are more forgiving of mistakes. Alternatively, if translation is disabled by default and agents choose whether to enable translation, two separate auto responders can be set up, to send a greeting on session start and a disclaimer about machine translation when translation is enabled. Here we see a customer and agent view of the same auto-responder, side-by-side:
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    • To enable auto-responders please go to Setup → Custom Settings → Language I/O Chat Public Settings → Manage
      • Click the check box next to "Use Auto-Responder" to send a greeting
      • If you have custom auto-responders loaded, make sure "Retrieve Greeting from SF" is not selected
      • To use a separate disclaimer from a greeting, "Translation Enabled" is left unchecked and a disclaimer simply needs to be loaded vie Language I/O Support, and if it is present, it will send automatically.
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