| Listing of the Configuration Items in the Language I/O Response Public Settings |
| Configuration Item |
Description |
| Comment Translation Type |
For configurations that involve an agent posting to communities and forums, the Language I/O comment widget has to be used for the agent's response translations. Either machine or human must be entered into this field to tell the service whether to employ machine or human translation of the agent's response when it is entered as a comment. This configuration field is separate from the field that is used for agent responses from the standard visual editor, LinguistNowEmailDraftHumanOrMachine.
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| Consumer Id |
This is deprecated and exists for backwards-compatibility. Do not enter a value here if it was not provided. |
| Description/Activity Translation Type |
This tells the service whether to employ human or machine translation services for incoming customer content. For security reasons, this should always be set to machine unless your company is comfortable with the risk that human linguists are translating customer generated content, which is far more likely than agent-generated content to contain embedded personal data.
Note: Review the Language I/O policy on personal data embedded in CRM content before switching this field to human.
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| Email Draft Translation Type |
This value can be set to either human or machine and tells the app which of these types of translation services to employ for translation of agent responses entered into the standard email visual editor on the feed tab. Because agent responses can be controlled by the company and can always exclude personal data, it is safer to employ human translation services for agent response translation.
Note: Review the Language I/O policy on personal data embedded in CRM content before switching this field to human.
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| Email Content Type |
This lets Language I/O know whether to expect HTML tags in the email content for translation. Enter html in this field if tags are embedded in the content and enter text if no tags are embedded in the content.
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| Locale Field Name |
Enter the field name of the custom field that was chosen to store the language of the case. Ensure that __c is appended to the end. |
| Status On Pending |
If a custom status message is entered here, this is the status that displays in the standard case status field when a translation has been requested but the translation is still pending. A value such as Translation pending would be appropriate. |
| Status On Update |
If a custom status messages is entered here, this is the status that displays in the standard case status field when a requested translation has been pushed back into the case. A value such as Translation complete would be appropriate. |
| Language I/O Endpoint |
This is the URL of the Language I/O server that this app is configured to hit. Unless otherwise instructed, this field should be set to: https://golinguist.com/linguistnow/resources/
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| Re-translate Type |
This tells the service whether to employ human or machine translation services for retranslation requests of customer content. For security reasons, this should always be set to machine2 unless your company is comfortable with the risk that human linguists are translating customer generated content, which is far more likely than agent-generated content to contain embedded personal data.
Note: Review the Language I/O policy on personal data embedded in CRM content before switching this field to human.
If this field is set to machine2, the Language I/O service uses a secondary machine translation engine.
Note: Not the one that was used for the original translation of the customer thread.
This allows the agent to see a different translation, without taking the risk of sending customer-generated content to human linguists.
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| Post Comments Translation Type |
The Language I/O case app can include a widget where the agent can generate a post that is displayed in communities. Enter human if all agent posts should be translated by human linguists and enter machine if agent posts should be machine translated.
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| Auto-Send Email Draft |
When the Language I/O service pushes a machine translation of the agent response back into Salesforce, the translation is automatically emailed back to the customer if this box is selected. If the box is not selected, the translation remains in draft form in the case until an agent manually sends it to the customer.
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| Custom Status Field |
The Language I/O server pushes detailed translation status messages into the case and store them in this custom field if the custom field name is entered here. Ensure that __c is appended to the end. |
| Email Draft Divider |
To ensure that a long history of emails are not sent to the Language I/O server for translation, when requesting translation of an incoming customer email, a string can be entered into this field that is used as a delimiter to ensure that the Language I/O app only retrieves the email text that was added after the delimiter string entered here for translation via the Language I/O service. Common delimiter strings would contain a portion of the shared email signature that is populated by Salesforce. |
| Disable Retranslate |
When this box is checked, the Retranslate action is not available in the Language I/O activity table where agents translate incoming customer emails. |
| Human Word Count Field Name |
If the accumulated word count of human translated words to be stored in the case is wanted, enter the custom field name here where the word count should be tallied by the app. Ensure that __c is appended to the end of the custom field name. |
| Update Status Only On Human |
If this box is checked, the regular case status field and the custom case status field (if a value is provided in the Custom Status Field box) is only updated in relation to human translation requests. No status updates are provided for machine translation requests.
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| Machine Word Count Field Name |
If the accumulated word count of machine translated words to be stored in the case is wanted, enter the custom field name here where the word count should be tallied by the app. Ensure that __c is appended to the end of the custom field name. |
| Hide Email Options |
If this box is checked, the agent does not see the option next to the visual editor that lets them decide whether their response to the customer is translated via human or machine translation services. Rather the value set in the configuration field labeled Email Draft Translation Type is always used. If this box is not selected, the agent sees a toggle next to the visual editor where they can determine whether to have their response to the customer translated via human or machine translation services.
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| Treat Comment As Foreign |
In scenarios where customer questions and responses are pushed into a case as a comment (as happens in communities) this box should be selected. This tells the Language I/O app that when translation of a comment is requested, the app should assume that the comment is in the language of the case/customer. Not the language of the agent. |
| Only Show Translations In Plugin |
When this box is checked, translations of customer questions or translations of agent responses before they are sent are not duplicated as comments in the case, rather they are only stored in custom object fields that are displayed in the Language I/O activity table. This is important for support organizations where the number of comments in a case counts against the agent's overall productivity score. If this box is not checked, translation of customer emails and translation of agent responses are stored in case comments as well as in the Language I/O custom object. |
| Show Subject |
If this box is checked, the agent has the option to translate the subject of the case. If it is not checked, the case subject is not made available for translation. |
| Post Comments Are Public |
If this box is selected, when an agent uses the Language I/O post comment widget to translate and post to the case, the translated post is made public as soon as it is pushed into the case. If this box is not selected, the agent needs to manually make the translated comments public.
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| Post Comments Label |
This is the label that is displayed as the placeholder hint in the text editor of the Language I/O post comment widget which is used when the agent needs to push a thread to the case that is of type comment. |
| Hide Post Options |
When this box is checked, the agent does not get to decide whether to have comments they add to the comments box translated via human or machine translation services. Rather the value that is entered into the Post Comments Translation Type configuration field are always used. If this box is not checked, the agent gets the option to decide whether a human or machine translation service is used to translate their case comments.
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