Language I/O (LIO) Social Messaging for Salesforce (SF)

Overview of how LIO's Connectors Translate Social Messaging Content.

Call Outs:

• LIO's Connectors Translate Social Messaging Content in SMS Text Messaging, Facebook(FB) Messaging, and WhatsApp Messaging.
• FB Messaging is used to demonstrate the process in the steps below.

Step	Action
1	Agent makes themselves available by clicking on the Omni-Channel status option and selecting the Available-Messaging. Note: The Available-Chat option is for in-app chat support.
2	The customer chooses the company's FB account to send a message.  In this example: It's called QA Messaging. The customer is a Chinese-speaking customer.
3	Agent is notified of an incoming messaging request and accepts the request by clicking on the check mark. In this example: It's an English-speaking agent.
4	Agent is brought to the LIO Messaging tab and sees the customer’s original  untranslated message. Note: This is displayed briefly.
5	Next the Agent is shown the translated message.          By clicking on the eye symbol, the Agent sees the customer’s original untranslated message in addition to the translated message. (Shown below)
6	An autoresponder greeting message is sent to the customer in their language.
7	In the Agent’s workspace, the autoresponder greeting is displayed in the Agent's language.       By clicking on the eye symbol, the Agent sees the autoresponder greeting with the translation as well as the original untranslated message. (Shown below)
8	Messages and responses are now understood by both the Agent and the customer.