Intento Translator for SalesForce

Salesforce is a fully scalable customer relationship management (CRM) platform supported by a comprehensive suite of services.

Intento Translator for Salesforce Live Chat is an application that facilitates communication with customers in their native language. This article will guide you through integrating Intento Translation services with Salesforce Live Chat.

To begin, ensure that both the chat setting and chatter setting options are set to true. To do this, navigate to Setup and type Chat Settings or Chatter Settings in the Quick Find box. Make sure the Enable chat setting option is marked as true, and remember to save your changes.

This article will guide you through the process of Integrating Intento with Salesforce Live Chat in the following sections:

  1. Setting up Intento integration

  2. Installing the package

  3. Manual components addition

  4. Chat initiation


Setting up Intento integration

To set up Intento Integration for Salesforce Live Chat:

  1. Follow this link to Salesforce Org: Salesforce Intento Integration Package

  2. Log in to Salesforce Org with your credentials

  3. Select Install for All Users, check the acknowledgement checkbox, and click Install:

    1-check the checkbox and click on.png

  4. Check the Yes, grant access to these third-party websites checkbox, if present, and click Continue:

    2-and then click on Continue.png

  5. Once the package is installed, click Done. You will be redirected to the Installed Packages, where the package name will be mentioned as webchat:

    3-will be mentioned as webchat.png

  6. Install additional components manually.

    Additional components include the utility item in the Agent status section in the service console and the Accept case button on the case record page.

    To add components, navigate to App Manager in Salesforce setup, select Service Console from the list of Apps, and then edit it:

    4-and then edit it.png

  7. Add the utility item agentStatusUi, label it as Status, select the anywhere_chat icon, adjust the height to 240, and click Save:

    5-and save these changes.png6-and save these changes.png

  8. In the top left corner of the screen, click on the App Launcher. From the drop-down menu, select Service Console to go to the Service Console interface

  9. In the list of case records, open any case record of your choice to view the Case Record Page:

    7-This will bring up the Case Record Page.png

  10. In the top right corner of this page, click the Settings icon and select Edit Page. This will take you to the edit mode of the page

  11. Among the various panels on this page, locate and click on the one highlighted in the image below:

    8-one highlighted below the image.png

  12. Click Upgrade Now to initiate the upgrade process:

    9-initiate the upgrade process.png

  13. Select Migrate and click Next

  14. Choose Case Layout and click Finish to finalize the changes:

    10-button to finalize the changes.png

  15. To add an action, click Add Action located on the right-side panel:

    11-located on the right-side panel.png

  16. Use the search bar to look for Accept Case, select it, and click Done

  17. Click on the three-line icon on the Accept Case button, and then click Add Filter:

    12-Accept Case button and click on Add Filter.png

  18. Select Status in Field, Equal in Operator, and New in Value. After ensuring all fields are populated correctly, click Done and then click Save:

    13-located on the top right corner.png

  19. Click Activate, select the Org Default tab, and click Assign as Org Default

  20. Select the format, choose both Desktop and Phone options, click Next, and then click Save to retain the changes

  21. Repeat this process by clicking Save:

    14- located in the top right corner.png

  22. Click Activation again:

    15-Activation button again.png

  23. Go to the App Default tab and click Assign as App Default:

    16-Assign as App Default.png

  24. Choose Service Console under App Name and proceed by clicking Next:

    17-App Name and proceed by clicking Next.png

  25. Select Desktop and Phone options under the Format section and click Next, and then click Save:

    18-To finalize the changes made click Save.png

  26. Click Save at the top right corner one more time, and then use the back arrow key situated at the top left corner to return to the Case Record Page

Add Components to the Chat Transcript Record Page

The package's automated process creates one chat transcript record and one chatVisitor record. To add components to the chat transcript record page:

  1. Click Edit → Add More Items, and add any objects necessary for your record page:

    19-objects necessary for your record page.png

  2. Type Chat into the text box. Select Chat Transcripts and Chat Visitors. Once both are highlighted, click Add → Save:

    20-Add button and click on the Save button.png

    You can now view the chat transcript and chat visitor object in the list:

    21-chat visitor object in your lis.png

  3. Click the Chat Transcript Object:

    22-Chat Transcript Object as shown here.png

  4. In the Chat Transcript records page, click the gear icon and select New

  5. A new pop-up modal will appear, fill in all the details:

    1. List Name: All

    2. List API Name: All

    3. SELECT: All users can see this list view.

    Click Save

  6. Click Filter by Owner, select All Chat Transcripts, and click Done → Save:

    23-Click on the Save button.png

  7. Click the dropdown icon and select the All:

    24-image below and select the all option.png

  8. Select any record for the chat transcript object record:

    25-record for the chat transcript object record.png

  9. Go to the chat transcript record page, click the gear icon, and select Edit Page. Delete the highlighted div in the conversation Tab:

    26-highlighted div in the conversation Tab.png

  10. Type agentLiveChat in the search field, and drag this component to the conversation tab:

    27-drag the drop this component to the conversation tab.png

  11. Delete the highlighted div in the past chat tab:

    28-highlighted div in the past chat tab.png

  12. Type agentPastChatsTab in the search box, and drag this component to the past chats tab:

    29-drag this component to the past chats tab.png

  13. Click Save in the top right corner

  14. Repeat steps 1 to 13 one more time

Do not forget to repeat the steps.

Once the steps have been repeated:

  1. Navigate to Setup, search for Custom Settings in the quick find box, and click Language Translation API:

    30-click on Language Translation API.png

  2. Click Manage → New:

    31-button and then New button.png

  3. Fill in all the Intento API details for translation and click Save. Custom Settings details include:

    1. Name: TranslationDetails

    2. Method: POST

    3. Routing: best

    4. APIKey: [Your Intento API key]

    5. EndPoint: https://syncwrapper.inten.to/ai/text/translate

    6. UserAgent: ‘Intento.Integration.SalesforceLiveChat/1.0.0’

  4. Navigate to Setup, search for Custom Settings in the quick find box, and click auth_Credential:

    32-find box and click on auth_Credential.png

  5. Click Manage → New:

    33-Manage button and then New button.png

  6. Custom Settings detail (auth_Credential) include:

    1. Name: Authcred

    2. ClientId: 3MVG9riCAn8HHkYVfRhrvCSTqRXwAnrJEPiTtN1.K.Z4KBCuUd6fatS8kguacGLXM6wqg3WWqkMH.VqaFpvHE

    3. ClientSecret: 23615A878AAA413F723D23C5BA3CDBCE3700D9FDFF7E9701C0E696D03A2963BF

    4. Endpoint (sandbox): https://test.salesforce.com/services/oauth2/token

    5. Endpoint (Production): https://login.salesforce.com/services/oauth2/token

    6. auth_password: [Your org password]

    7. auth_user: [Your org username]

  7. Navigate to Setup, search for Custom Settings in the quick find box, and click ChatDisclaimer:

    34-and click on ChatDisclaimer.png

  8. Click Manage → New:

    35-button and then New button.png

  9. Custom Settings Detail (ChatDisclaimer) include:

    1. Name: ‘disclaimer1’

    2. ChatEndAcknowledgement: ‘Chat ended by an agent'

    3. ChatStartAcknowledgement: ‘Agent is online now’

    4. Disclaimer: ‘We translate this chat automatically. Learn more’

    5. TypeMessageAcknowledgement: ‘Type a message’

    6. chatStartedTimeAcknowledgement: ‘Chat started at’

    7. AgentOfflineAcknowledge: ‘Agent is offline’

  10. Go to Setup, search for Custom Settings in the quick find box, and click on Profiles:

    36-click on Profiles.png

  11. Click Manage → New:

    37-click on New button.png

  12. Custom settings detail (Profiles) include:

    1. Name: ‘Agent1’

    2. AgentName: ‘System Administrator’ 

  13. Go to Setup, search for Visualforce Pages in the quick find box, and click Preview where the label name is UserChatButton:

    38-label name is UserChatButton.png

  14. The Let’s Chat button will now show up on the new tab:

    39-Chat button on the new Tab.png


By following all the steps detailed in this guide, you can integrate Salesforce Live Chat with Intento Translation services, empowering your customer service reps to communicate effectively in multiple languages with your global customer base. Clarify your customer interactions and enhance your service quality with Salesforce Live Chat and Intento translation.