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Salesforce (SF) Social Messaging Translation User Guide

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.Agent_makes_themselves_available.png
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.Agent_accepts_msg_request.png

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.

        Agent_notified-accepts_chat.png

4

Agent is brought to the LIO Messaging tab and sees the customer’s original  untranslated message.

Note:

  • This is displayed briefly.

       Agent_recs_untranslated_msg.png

5

Next the Agent is shown the translated message. 

       Agent_recs_translated_msg.png

By clicking on the eye symbol, the Agent sees the customer’s original untranslated message in addition to the translated message. (Shown below)

       Agent_recs_translated_w_original_msg.png

6

An autoresponder greeting message is sent to the customer in their language. 

       autoresponder_msg_customer_view.png 

7

In the Agent’s workspace, the autoresponder greeting is displayed in the Agent's language.

      Agent_recs_translated_msg.png

By clicking on the eye symbol, the Agent sees the autoresponder greeting with the translation as well as the original untranslated message. (Shown below)

 

      Agent_recs_translated_w_original_msg.png

8  Messages and responses are now understood by both the Agent and the customer.

 

 

 

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