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Installation and Setup of Language I/O LiveAgent 2 in Salesforce

This article is intended for Salesforce administrators responsible for installing and configuring the Language I/O LiveAgent 2 for automated chat translation. Estimated time to complete: 30 minutes.

Installation of the Language I/O Live Agent

  1. Contact Language I/O Support at support@languageio.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.
  2. 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 2.16.
  • Sandbox org:
https://test.salesforce.com/packaging/installPackage.apexp?p0=04t2M000002N2fE
  • Production org:
https://login.salesforce.com/packaging/installPackage.apexp?p0=04t2M000002N2fE

Named Credentials

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 LiveAgent 2 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. You can do this from either Classic or Lightning Experience.

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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.

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Click "Save" to save the new named credential.

Minimal Custom Settings

Before using Language I/O LiveAgent 2 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. 

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Create "New" at the root level to creat a new Default Organization Level value. If you are upgrading from a previous version, click "Edit".

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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.

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Classic: Customize Console App

If you are working in Classic, you need to add the Language I/O page to your console app by going to Setup > Build > Create > Apps
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Press edit next to a Console App where you want to add live agent. Typically, this is your service console app. Browse to "Include Live Agent in this App" section, and add the "LinguistNow_LiveAgent" Visualforce page.

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Lightning Experience

First, find and open the Lightning Record Pages node in Setup for Chat Transcript.

  1. From Setup, click Object Manager.
  2. Click Chat Transcript to open the object and then click Lightning Record Pages.

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Click on Lightning Record Pages, and edit the page where you want to add Language I/O Component.

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Create a new tab with a custom label, e.g., LIO. You can optionally make the tab default. From the left pane, drag chatMain component within the LIO tab you just created. Press Save. You can find the chatMain component from either Custom if you have installed an unmanaged version or Custom Managed if you have installed a managed version.

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Voila. You are done setting up Language I/O Chat 2 for Lightning Experience.

Appendix I. Set up Locally Stored Custom Greetings

For both Classic and Lightning Experience, you can use locally stored (vs. Language I/O server) auto greetings and timeout messages for your chat session.

To set up Greetings and Timeouts by locale, you will need to add a couple of custom object tabs to edit them. 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. 

Click on Setup/Create/Tabs.

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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

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Language I/O Greetings
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This should produce tabs to edit the new custom objects.

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You can then add greetings per locale for each of the object types

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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. 

 

 

 

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