This article is intended for Salesforce administrators responsible for installing and configuring the Language I/O Chat app for automated chat translation. Estimated time to complete: 30 minutes.
Installation of the Language I/O App for Live Agent
- Contact Language I/O Support at email@example.com to get an account setup in our database. Once an account is created on our side, you will be sent the credentials and API Endpoint url. This will be used later in the post-installation 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". The current release is 2.13.
- Sandbox org:
- Production org:
Using Named Credentials with Salesforce ensures security and authentication are friction-free by simplifying the critical task of securely storing login details and authenticating with external APIs. As a major improvement from Language I/O Chat 1.x, Language I/O Chat 2.0 leverages Salesforce's Named Credentials extensively, which allows per org, per profile, as well as per user-level endpoints and credentials for flexible and powerful Language I/O omni-language translation integrations.
After receiving your credentials, from Setup enter Named Credentials into Quick Find box, select Named Credentials, then click New Named Credential.
Give it a label and name. The name will be used later in our Custom Settings, in order for our Chat app to know which credentials and endpoint to use to communicate with our backend.
This is also where you enter the credentials and endpoint you received earlier. From Authentication section, choose Named Principal as the Identity Type, Password Authentication as Authentication Protocol, and then enter the username and password. For the endpoint's URL, unless instructed otherwise, you would normally use https://golinguist.com/linguistnow/resources/. Please pay attention to the terminating / which should be specified as the last part of the URL.
Click "Save" to save the new named credential.
Minimal Custom Settings
Before using Language I/O Chat for Salesforce, you must create a org-wide default custom setting named LinguistNowLiveAgentSettingsPublic.
From Setup/Custom Settings, click on Manage to the left of LinguistNowLiveAgentSettingsPublic.
Note: please don't confuse this setting with the LinguistNowLiveAgentSettings, which is a legacy setting used by 1.x version of Language I/O Chat and deprecated for 2.x.
Create "New" at the root level to creat a new Default Organization Level setting. If you upgrading from a previous version, click "Edit".
The following figure shows a basic configuration. The important settings are Named Credential which should match the name of the Named Credential created earlier, Translation Enabled, and Append Transcript.
Customize Console App
Add the Language I/O page to your console app by going to Setup > Build > Create > Apps
Press edit next to a Console App you want to contain the live agent plugin in. Then browse to "Include Live Agent in this App" section, and add the "LinguistNow_LiveAgent" page
Setting up Locally Stored Custom Greetings
The following will detail how to set up Greetings and Timeouts by locale. The plugin will start with the most specific locale e.g. (“es-la”), if that doesn't match it checks root locale (“es”), and if that fails to match it defaults to “en” when selecting a message. You will have to add custom object tabs to your admin view to edit them.
Via Setup -> Create -> Tabs
Create a new set of custom tabs for Language I/O Connection TImeout Messages and Language I/O Greetings. Add the tabs to the console you are hosting
Language I/O Connection Timeout Message
Language I/O Greetings
This should produce tabs to edit the new custom objects.
You can then add greetings per locale for each of the object types
When all greetings are setup navigate Navigate to Setup > Develop > Custom Settings > LinguistNowLiveAgentSettingsPublic. Click "[Manage]". Enable the setting "Retrieve Greeting From SF" to use locally stored messages.
The same installation package also supports Salesforce Lightning Experience. Please contact us for details.