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Setting up LIO Chat in Salesforce (admin guide)

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

 

Install the Language I/O LiveAgent Package

  1. Contact Language I/O at support@languageio.com to get an account set up. Once the account is created, the credentials and API Endpoint URL are shared. This information is used in the Named Credentials step.

  2. Log in to the Salesforce instance that is to be installed. In the same browser, visit the install link listed below and select Install for all users. 

The current release is 2.39.1

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 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.
Step Action
1 From Setup enter Named Credentials in the Quick Find box.
2

Click on Named Credentials, then click on New Named Credential.

SF_Chat_New_Named_Credential.jpg

3

Fill in the required information:

  • Label and Name are up to the customer though Language I/O or LIO are suggested.
  • Enter https://golinguist.com/linguistnow/resources for the URL.
  • Choose Named Principal for Identity Type.
  • Choose Password Authentication for Authentication Protocol.
  • Enter the username and password provided by Language I/O.
  • Remaining fields can be left as they were by default.

SF_Chat_Named_Credential.jpg

4

Copy the Name, including all underscores, as this is used in the following Custom Settings section.

5

Click Save.

Custom Settings

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

Step Action
1 From Setup, look for Custom Settings in the Quick Find Box.
2 Click Manage to the left of Language I/O Chat Public Settings.
3

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

SF_Chat_Custom_Settings.jpg

4

Enter the Named Credential name that was copied in the previous section and paste next to Named Credential.

Screenshot below shows a basic configuration

SF_Chat_Custom_Settings_Basic_Configuration.jpg

Optional:

To configure different Custom Settings based on profile or user follow these steps.

Step Action
1

Click New below the existing Custom Settings.

SF_Chat_Custom_Settings_-_Optional_settings.jpg

2

An additional field called Location with a drop down option is displayed, use this to assign the setting to a Profile or an individual User.

SF_Chat_Custom_Settings_-_User_Settings.jpg

Lightning Setup

Follow the steps below if using Salesforce Lightning.

Step Action
1

From Setup, click on Object Manager.

2 Look for and click on Chat Transcript.
3 Click on Lightning Record Pages and edit the page where the Language I/O component is being added.
4 Create a new tab with a custom label (Language I/O or Translations are suggested).
5

From the Components section (left pane), drag the Language I/O Chat component and drop within the custom tab just created.

SF_Chat_Component.jpg

6 Click Save.

Optional:

If planning to use the Customer Rating Flag follow the configuration steps below.

Step Action
1 From Setup, look for Embedded Service Deployments in the Quick Find box.
2 Click the down arrow next to the desired service deployment. 
3

Click View.

SF_Chat_desired_service_deployment.jpg

4 Click Edit next to Chat Settings.
5 Click Edit next to Customize with Lightning Components.
6

Select the lioCustomChat Custom Component for the Chat Messages (Text) Standard Component.

SF_Chat_Rating_flag_liocustomchat.jpg

7 Click Save.

Classic Setup

Follow the steps below if using Salesforce Classic.
Step Action
1

From Setup, navigate to Build then Create then click on Apps.

SF_Chat_Classic_App.jpg

2

Click Edit next to a Console App where the Language I/O functionality is being added.

Note:

  • Typically, this is the Service Console app.
3

Navigate to the Include Chat in this App section and add the LinguistNow_LiveAgent Visualforce page.

Note:

  • The label of the Visualforce page is Language I/O Chat.

SF_Chat_VisualForce.jpg

4 Click Save.

Set up Locally Stored Custom Auto Responses

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

To set up Auto Responses and Timeouts by locale, a couple of custom object tabs need added to edit them.

Note:

  • 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.
Step Action
1 From Setup, look for Tabs in the Quick Find Box.
2 Click New next to Custom Object.
3

Select Language I/O Auto Response or select Language I/O Connection Timeout Message.

Note:

  • If setting up both, follow these same steps for each object.
4 Assign the tab to the profiles and apps of your choosing.
5

Now navigate to the tab just created.

The example below illustrates navigation to the custom tabs through the App Launcher.

SF_Chat_Auto_Response.jpg

6

Click New to add Auto Responses and Timeout Messages accordingly.

SF_Chat_Auto_Responses.jpg

7

When finished adding all the Auto Responses to be used, navigate to the Language I/O Chat Public Settings to enable the Retrieve Greetings from SF setting. 

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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