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Installation and Setup of Language I/O Chat (Classic & Lightning) in Salesforce (SF)

This article is intended for Salesforce administrators responsible for installing and configuring the Language I/O LiveAgent 2 for automated Chat translation.

 

Install the Language I/O Live Agent

  1. Contact Language I/O Support at support@languageio.com to get an account setup in the LIO database. Once an account is created, the credentials and API Endpoint URL are sent. This is used later in the post-installation process.
  2. Install the package from the latest URL below depending on whether using a Sandbox or Production org. Begin by logging into the instance of Salesforce to be used. Visit the install link in the same browser and select "Install for all users". The current release is 2.36.3.

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. This is 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 the credentials from Language I/O:

  • From Setup enter Named Credentials into Quick Find box
  • Select Named Credentials.
  • Click New Named Credential. 
    • Note: This can be done from either Classic or Lightning Experience.

SF_Named_Credential_2.png

  • Give it a label and name.
    • Note: The name is used later in Custom Settings, in order for the Chat app to know which credentials and endpoint to use to communicate with the backend.
  • Enter the credentials and endpoint received earlier.
  • From Authentication section:
    • Choose Named Principal as the Identity Type
    • Password Authentication as Authentication Protocol
    • Enter the username and password.
  • Click Save to save the new named credential.

SF_New_Named_Credential_2.png

Minimal Custom Settings

Before using Language I/O LiveAgent 2 for Salesforce, an org-wide default custom setting named Language I/O Chat Public Settings must be created.

From Setup/Custom Settings, click on Manage to the left of Language I/O Chat Public Settings

SF_Custom_Settings_2.png

 

Create New at the root level to create a new Default Organization Level value.

Note: If  upgrading from a previous version, click Edit.

  • The screenshot below shows a basic configuration.
  • The important settings are:
    • Named Credential:
      • Which should match the name of the Named Credential created earlier
    • Translation Enabled
    • Append Transcript

SF_LIO_public_chat_settings_2.png

To configure different custom settings based on profile or user:

  • Click New below the existing custom settings.
    • Note: If there are no existing custom settings, click on the second New button that is not at the root level. 

Screen_Shot_2021-10-07_at_9.01.35_AM.png

A Location field with a drop down option displays.

Note: There is an option to assign the custom settings based on User or Profile.  

SF_LIO_response_public_settings_-_Edit.png

Classic: Customize Console App

If working in Classic, the Language I/O page needs added to the console app:

  • Go to Setup > Build > Create > Apps

SF_Build_App_2.png

  • Press edit next to a Console App where live agent would like to be added.
    • Note: Typically, this is the service console app.
  • Browse to Include Live Agent in this App section, and add the LinguistNow_LiveAgent Visualforce page.

SF_Live_Agent_2.png

Lightning Experience

Find and open the Lightning Record Pages mode in Setup for Chat Transcript.

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

SF_Object_Manager_2.png

  • Click on Lightning Record Pages, and edit the page where the Language I/O Component would like to be added.

SF_Chat_Transcript_2.png

  • Create a new tab with a custom label, e.g., Language I/O.
    • Note: This can optionally be made the tab default.
      • From the left pane, drag Language I/O Chat component within the Language I/O tab that was just created.
      • Press Save.
        • Note: The Language I/O Chat component can be found from either Custom if an  an unmanaged version is installed or Custom Managed if a managed version is installed.

SF_Lightening_App_Builder_2.png

Set up Locally Stored Custom Greetings

For both Classic and Lightning Experience, locally stored (vs. Language I/O server) auto greetings and timeout messages can be used for chat sessions.

To set up Greetings and Timeouts by locale, a couple of custom object tabs need added to edit them. The plugin starts 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:

SF_Create_Tabs_2.png

  • Create a new set of custom tabs for Language I/O Connection Timeout Messages and Language I/O Greetings.
    • Note: Add the tabs to the console being hosted.

Language I/O Connection Timeout Message

SF_LIO_Timeout_message_2.png

Language I/O Greetings

SF_LIO_Custom_2.png

This produces tabs to edit the new custom objects.

 

SF_Tabs_2.png

Then greetings per locale can be added for each of the object types.

SF_LIO_Greetings2.png

 

SF_English_Greeting_2.png

When all greetings are setup:

  • Navigate to Setup > Develop > Custom Settings > Language I/O Chat Public Settings
  • Click [Manage]. 
  • Enable the setting Retrieve Greeting From SF to use locally stored messages. 

Custom Settings

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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