This article is intended for Salesforce administrators responsible for installing and configuring the Language I/O Chat Plug-in for automated chat translation in Lightning Experience.
Installation of the Language I/O Chat in Lightning
- Contact Language I/O Support at firstname.lastname@example.org to get an account setup in our database. Once an account is created on our side, you will be sent a Language I/O credential and server endpoint. This will be used later in the process.
- 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" or select desired profiles. The current release is version 1.8.
- Sandbox org:
After installation, follow the process below to
- create a Remote Site
- create a custom tab for Language I/O configuration,
- add the Language I/O Lightning Chat component to your existing record page
- manage Public Settings
- manage Secured Settings
Create a Remote Site
From Setup/Remote Site Settings, click New Remote Site to create a remote site to enable access to Language I/O server, as shown in the following example figure.
Create a Custom Lightning Component Tab
In Lightning Component Tabs section, click New button. From Lightning Component drop-down, select LanguageIOLC:lio_secureSettings. Enter a valid label and name. Use your preferred style, e.g., Gears, as illustrated below.
Add the Custom Tab to Lightning Console
From Setup/Lightning App Builder, edit your Lightning Service Console. Click on Navigation Items and add the Tab created in the previous step as one of the Navigation Items, as illustrated below.
Add Language I/O Chat Component to Live Chat Transcript Record Page
From Setup/Object Manager, click on the link to view Live Chat Transcript object. From Lightning Record Pages, click on the Record Page you want to modify and edit the page. Add Language I/O Lightning Chat Component to a new tab, as illustrated below. The Language I/O Lightning Chat Component can live side by side with the standard ChatBody (Live Agent) component. You may want to change the name of the tab to differentiate them. Click Save.
Configure Public Settings
From Setup/Custom Settings, manage Language I/O Public Settings. Create a new Default Organization Level settings, as illustrated below. Refer to appendix for detailed instructions on each configuration item.
Configure Secure Settings
From App Launcher, launch your Service Console application. From from the navigation tab, click on LIO Chat Secure Settings. Enter https://golinguist.com/linguistnow/resources/ as the Url to Language I/O Server. Enter credentials obtained from Language I/O Support.
Note that the settings should only be available to administrators. Once settings are properly configured, the tab could be hidden from the view by either removing it from the Navigation Item or set tab visibility to off.
Done and Try it out
Congratulations! You've completed the installation and set up for Language I/O Lightning Chat. Now it's time to give it try. Normally, you would
- Launch the service console
- Go online using omni-channel
- Launch a chat client with a browser language you prefer, e.g. Spanish
- Start the chat as a client and type something in your preferred language, e.g. Spanish
- As an agent, send a message using English
- Translated messages will automatically display in Language I/O Chat tab in the Service Console, as well as the client chat window
Appendix: Configuration Settings
- Enable Translation: If checked, the translation is turned on. Messages from both agent and client will be translated. This setting is on by default.
- Include Original Text: If checked, the original pre-translation English in the chat will be visible to the customer as well as the translation.
- Use Auto Responder: Send a translated initial greeting to the customer (the auto-greeting of the chat must be disabled)
- Use Local Messaging: Use locally stored greetings in custom objects that come with the project
- Append Transcript: Append a sequence of the chat with translation activity to the transcript
- Unsupported Language Text: 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.
- Use Agent's Locale: If unchecked, assume the agent is going to speak English. If checked, use the Agent's set Salesforce locale for translation.
- Custom Detail Locale: 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.
- Use Chat Button Language: If checked, the language specified by the chat button is used as as the target locale for translation. Otherwise the browser language is used.