| Setting Name |
Details |
| Enable Customer Quality Flag |
When checked, this setting enables customers to be able to flag each translation when a translation is incorrect or could be improved when chatting with an agent. |
| Enable Agent Quality Flag |
When checked, this setting enables agents to be able to flag each translation when a translation is incorrect or could be improved when chatting with a customer. |
| Attempt Locale Detection |
When this is checked, the customer’s language is detected based on the first message the customer sends. |
| Chat Button Language |
- When checked, it uses the Chat Button language. The Chat Button is a Salesforce setting that can be mapped to a language, then that Chat Button can be assigned to an Embedded Service.
- The purpose of this is to allow different companies that have specific language sites, each site has each own button and that is how the language is known.
|
| Custom Detail Locale |
- The label of the custom field coming in, which overrides the browser language.
- Examples:
- End customers can select their language from a pre-chat form.
- End customers have accounts that are mapped to their preferred language.
|
| Transcript Field Name for Locale |
Takes in the API name of a custom field within the Chat Transcript object to define customer’s language. |
| Description & Subject Field |
- These settings are used to be able to translate the description and subject that are incoming from the pre-chat form used to initiate a chat.
- Example:
- The customer entered a subject and description in Spanish, the agent can see the translation and initiate the conversation in the language detected from the subject and description.
|
| Description & Subject Label |
These settings are used to personalize the Description and Subject label that show when translating the subject and description from the pre-chat form. |
| Include Original Text |
When this is checked, the original text from the agent will be included in the response to the customer along with the translated text. |
| Agent Language Preference |
- This settings takes in a custom field from the User object to define the agent’s translation language. This overrides the agent’s language and locale.
- The setting Use Agent Salesforce Locale does not have to be checked for this to work.
|
| Skip Initial Auto Responder |
When checked, the initial auto responder is not sent when there are prior agent messages.
|
| Unsupported Language Text |
When the customer starts chatting in a language that is not supported by the current consumer, it automatically sends the message detailed in this field to alert the customer that their language is currently not supported. |
| Use Agent Salesforce Locale |
When this is checked, the plugin uses the Agent’s language/locale instead of English. |
| Use Chat Text Input |
***Documentation in progress. |
| Append Transcript |
This appends the Language I/O Chat Transcript with translations to the standard Chat Transcript. |
| Classic Display |
***Documentation in progress. |
| Named Credential |
When installing the Language I/O Live Agent package, users create a Named Credential in Salesforce with a username and password given by Language I/O. These credentials allow users to be able to connect to the Language I/O API through our plug-in. The label of the named credential is entered in this setting. |
| Reset Locale |
- When checked, the agent using the plugin can un-toggle the translation. When the translation is toggled back on, it resets the customer’s locale.
- Example:
- A customer started the conversation in Spanish, but decided to switch to German, the locale can be reset so that the conversation can continue in German by the agent un-toggling and toggling back on the translation.
- Note:
- This allows for only one locale reset.
|
| Translation Enabled |
- When checked, the translation toggle is enabled by default.
- When un-checked, the agent has to manually toggle the translation when they realize the conversation needs to be translated.
- The messages prior to the translation being enabled are not translated, even with the re-detect and re-translate feature.
|
| Use Auto Responder |
- When checked, the plugin uses localized auto responses stored with Language I/O.
- For this feature, users should contact Language I/O and provide the desired auto response or use Language I/O standard auto response.
- Language I/O then can send the text to be translated by human linguists or machine translated with the user’s preferred translation engine.
- Once Language I/O receives all the translated responses, each response is mapped with their language.
- The auto response is sent when the chat begins.
|
| Retrieve Greeting From SF |
Use greetings locally stored in Salesforce. |
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