The Language I/O Chat app for Salesforce Live Agent allows mono-lingual support agents to chat with customers in over 100 languages, within the Salesforce Live Agent console where they normally work. In this article, the examples will include an English-speaking agent and a Spanish-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 Spanish 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 Live Agent, customer-side chat window as well as inform your Salesforce org of the customer's language. In the below example, the link entitled "Haga click para chatear" will launch the Live Agent window.
- Once the customer has requested a chat via the Live Agent 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.
- 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.
- The agent will then see the chat request and should click on the "Accept" button to accept the chat request.
- When the Language I/O Chat plugin is installed, the agent will see the Connect option to the right of the standard Live Agent view. The agent will click on the button in order to see the incoming and outgoing chats automatically translated between the agent's language and the customer's language.
- The agent will continue to enter their own chats in English, as shown below. But instead of clicking on the standard "Send" button they will click on "Translate Chat Input and Send" to the right.
- Only the Spanish translation of the agent's chat will show up in the Live Agent view to the left. On the Language I/O side, the agent will continue to see both the English and the Spanish. The chat in the agent's language (English) will be highlighted.
- The customer will see only the chat that has been translated into their own language - in this case Spanish.
- When the customer chats back in Spanish, the Spanish will be displayed to the left, but on the Language I/O side it will be automatically displayed in both Spanish and English.
- When the agent chats back in English, the agent will again hit the "Translate Chat Input and Send" and the Spanish will be sent to the customer.
- And in this fashion the English-speaking agent is able to chat with non-English-speaking customers from inside the standard Salesforce Live Agent console! Only the translations will display for the customer.
- Once the chat session is ended by either the customer or agent, both the Spanish and English chats will be written to the standard Salesforce transcript. To see the transcript, just navigate to Live Chat Transcripts from the upper-right-hand menu in console mode.
- Find the transcript associated with your session and open it as you normally would. Below the standard Live Agent transcript you'll see the translated version of the transcript with both English and Spanish. If you manage a group of agents and speak only English, you'll understand what was said during the session as well.