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Setting up LIO Social Messaging in Salesforce (admin guide)

This article is intended for Salesforce administrators responsible for installing and configuring the LIO package for Social Messaging.

 

Install the Language I/O Package

  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. 
  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 1.3.06.

Set up Protected Settings

Step Action
1

From Setup, enter Tabs in the quick find box then click new next to Visualforce Tabs.

Custom_Tabs.jpg

2

In the dropbox menu next to Visualforce Page select Protected settings for Language I/O Messaging [Lio_Settings] then click Next.

Notes:

  • The tab label, name, and style is up to the user.
  • However it is suggested to use the tab label LIO Messaging Settings. 

Visual_Force_Page.jpg

3

In Step 2: Add to profiles, for security reasons, it's suggested to select Tab Hidden for tab visibility for all users and only giving Default on access to the System Administrator profile then click next. (Example Screenshot below)

New_Visual_Force_Tab.jpg

4

In Step 3: Add to Custom Apps, it is suggested to only add it to the app where the application is running then click Save.

Note:

  • Often times this is the service console. 

Add_to_custom_apps.jpg

Configure Language I/O Endpoint and Access Credentials

Step Action
1

From App Chooser, search and select LIO Messaging Settings.

Config_endpoint.jpg

2

The screen below appears where the following items should be entered:

protected_settings.jpg

Set up Custom Settings

Step Action
1

From Setup, enter Custom Settings in the quick find box.

2

Click Manage next to Language I/O Messaging Public Settings.

Custom_Settings.jpg

3

Option #1:

  • Click on New at the root level to assign the same custom settings to all users and profiles in the organization.

Option #2:

  • Click on the New button below Default Organization Level Value to customize settings based on users or profiles. 
Messaging_Public_Settings.jpg
4 Configure the custom settings to your liking, then click ‘Save’

Add Messaging Component to the Lightning Record Pages

Step Action
1

From Setup, click on Object Manager.

2

Click Messaging Session.

Messaging_Session.jpg

3

Click Lightning Record Pages, then click on the record page that belongs to the app in which plugin is going to be used.

Click Edit.

Messaging_Session_2.jpg

4 Create a new tab with a custom label.(i.e., Language I/O or Translations)
5 From the left pane, drag the Language I/O Messaging component into the newly created tab then click Save. Installation is complete.

Site Settings

Step Action
1

Navigate to remote site settings and create a New Remote Site.

Step1.png

2

Remote Site URL:

Step2.png

3 Ensure site is marked as active.
4 Click Save.

Custom Settings - Definitions

Setting Name  Definition
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 translating to English by default.
Named Credential This is deprecated and no longer needed, replaced by protected custom settings.
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.
Translation Enabled

When checked, the translation toggle is enabled by default.

Use Auto Responder
  • When checked, the plugin uses localized auto responses stored with LIO.

  • For this feature, users should contact LIO and provide the desired auto response or use LIO standard auto response.

  • LIO then can send the text to be translated by human linguists or machine translated with the user’s preferred translation engine.

  • Once LIO receives all the translated responses, each response is mapped with their language.

  • The auto response is sent when the chat begins or the toggle is turned on.

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