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Release Notes - LIO for Salesforce Chat version 2.39.1

Details of the Salesforce (SF) Chat 2.39.1 Release Features

 

Chat Retranslation

Chat Retranslation allows an Agent using Language I/O to re-translate individual incoming messages from the customer.

How It Works

Click the Re-translate button for the given incoming message to enable the feature.

Retranslate.jpg

Notes:

  • The button’s scope is only the message above it. No other messages are affected by the action.
  • The Agent can only perform one retranslation per message. Once a retranslation is complete, the retranslate button disappears for that message.

Ability to Request & Display Images/Files within the Language I/O Component 

An Agent using Language I/O can now request a file from within the Language I/O component when the customer wishes to send a file. This functionality was previously only available within SF. 

Notes:

  • The file cannot exceed 5MB, this is also the SF limit.
  • A file can also be an image.
How It Works

When the customer requests to send a file, the Agent clicks on the Request File icon, located to the right of the Translation Toggle.

Request_to_Send_File.jpg

Just like in the native SF Conversation component, the Agent must associate the file with either a Contact, Account, Lead, or Case, so there is something to attach the file.

Attach_the_File.jpg

Once the Agent chooses a record to attach the file to, they can click on the Request button. This then allows the customer to attach a file.

The Agent can also cancel the request by clicking on the Request File button and then clicking on the Cancel Request button.

Cancel_Request.jpg

Once the image is sent by the customer, it displays in the conversation. This image displays in the Language I/O component as well as the SF Conversation component.

Sent_Image.jpg

Considerations & Limitations:

  • The file preview might appear differently in the Language I/O component than in the Conversation component.

    • This does not affect the actions that can be performed on the file.

    • The Agent can click the file on either component to download, share, create a public link, etc. on either component.

  • The Language I/O File Transfer does not allow extended search.

    • Extended search allows the agent to search for an Account, Lead, Case, or Contact from a bigger modal.

    • Currently, this is not supported in the Language I/O component, the search must be performed within the Request File pop up.

Notification to the Agent when the Customer has Flagged a Translation

This feature applies to Language I/O Users that have enabled the Quality Rating Flag for customers. The Quality Rating Flag allows customers and Agents alike to flag a translation that could be improved.

This new feature notifies the Agent when a customer has flagged a translation, the Agent also gets notified if a customer un-flags the translation. 

How It Works

A customer flags or un-flags the translation and the Agent gets notified.

Flag.Unflag_Notification.jpg

The Agent can click on the double up arrows next to the notification to expose the translation that was flagged.

  • The flagged translation shows the original message, the translation, and the flag. 
  • The flag appears read if it was flagged, or blank if it was un-flagged.

Note:

  • If the message is higher up the thread, clicking the double up arrows navigates up to the flagged message.

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