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 the process of integrating Intento Translation services with Salesforce Live Chat.
To begin, ensure that both the chat setting and chatter setting options are set to 'true'. This can be done by navigating to 'setup', typing 'Chat Settings' or 'Chatter Settings' in the Quick Find box, and making sure the 'enable chat setting option' is marked as 'true'. Remember to save your changes.
This article will guide you through the process of integrating Intento with Salesforce Live Chat, starting from setting up, installing the package, manual components addition, and concluding with chat initiation.
Setting up Intento integration
To set up Intento Integration for Salesforce Live Chat, follow the detailed steps below:
1) Click on this link: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t5g000000686k
2) Log in to Salesforce org with your credentials.
3) On the next screen, select "Install for All Users", check the checkbox and click on 'install'.
4) At the Install Package page, check the "Yes, grant access to these third-party websites" box, if present, and then click on 'Continue'.
5) Wait for the package to install and once it's done, click on the 'Done' button.
6) This will redirect you to the Installed Package in the setup, where the package name will be mentioned as 'webchat'.
7) After successfully installing the 'webchat' package, additional components need to be added manually. These include the utility item in the Agent status section in the service console and the 'Accept case' button on the case record page.
For adding these components, navigate to App Manager in Salesforce setup, select the 'service console' from the list of Apps, and then edit it.
8) Here, add the utility item 'agentStatusUi', label it as 'Status', put the icon as 'anywhere_chat', adjust the height to 240, and save these changes.
9. a) Click on the App Launcher located in the top left corner of your screen. From the drop-down menu, select 'Service Console'. This will redirect you to the service console interface.
9. b) Next, you will be shown a list of various case records. Open any case record of your choice by clicking on it. This will bring up the Case Record Page.
9. c) On the top right corner of this page, you will find a gear-shaped Settings icon. Click on this and select 'Edit Page'. This will take you to the edit mode of the page.
9. d) Among the various panels on this page, locate and click on the one highlighted below the image.
9. e) You will now see a ‘Upgrade Now’ button. Click on this to initiate the upgrade process.
9. f) A series of options will appear, select 'Migrate Option' and then click on 'Next' to proceed.
9. g) Then, choose the 'Case Layout' option and click on the 'Finish' button to finalize the changes.
9. h) To add an action, click on the 'Add Action' button located on the right-side panel.
9. i) Use the search bar to look for 'Accept Case'. Once found, select it and click on 'Done'.
9. j) Next, click on the three-line icon displayed on the Accept Case button and click on 'Add Filter'.
9. k) Here, select ‘Status’ under the Field section, ‘Equal’ in Operator section, and ‘New’ under Value. After ensuring all fields are filled correctly, click on 'Done' and then hit the 'Save' button, located on the top right corner.
9. l) Now, click on the 'Activate' button.
9. m) Then select 'Org Default' tab. Click on 'Assign as Org Default'.
9. n) You will be then asked to select the format. Choose both 'Desktop' and 'Phone' options and click 'Next'.
9. o) Again, click on the 'Save' button to retain the changes.
9. p) Repeat this process by clicking the 'Save' button, located in the top right corner.
9. q) Click on the 'Activation' button again.
9. r) This time, go to the 'App Default' tab and click on 'Assign as App Default'.
9. s) Here, choose 'Service Console' under App Name and proceed by clicking 'Next'.
9. t) Again, select 'Desktop' and 'Phone' options under the Format section and click 'Next'. To finalize the changes made, click 'Save'.
9. u) Click on 'Save', located at the top right corner, one more time and then use the back arrow key, situated at the top left corner, to go back to the Case Record Page.
How to add Components to the Chat Transcript Record Page
The package's automated process creates one chat transcript record and one chatVisitor record.
1) Click on the "edit option." Next, click on the "Add More Items" option. Here, you can introduce any objects necessary for your record page.
2) Type "Chat" into the type box. select "Chat Transcripts" and "Chat Visitors." Once both are highlighted, click on the "Add" button and click on the "Save" button.
3) You can view both the chat transcript and chat visitor object in your list.
4) You can now see the Chat Transcript and Chat Visitor Object in the list.Now, click on the Chat Transcript Object as shown here:
5) You can now see the Chat Transcript records page. Click on the gear icon as shown in the image and select the "New" option.
6) A new popup modal will appear, fill all the details as shown in the image.
* List Name: All
* List API Name: All
* SELECT: All users can see this list view.
Then click on the save button.
7) After saving, click on the "Filter by Owner" box. SELECT all Chat Transcripts then click on the "Done" button. Click on the "Save" button.
8) Click on the dropdown icon as shown in the image below and select the "all" option.
9) To finalize the process, select any record for the chat transcript object record.
10) Go to the chat transcript record page, click on the gear icon and select 'Edit Page'. Delete the highlighted div in the conversation Tab.
11. Type 'agentLiveChat' in the search field and drag the drop this component to the conversation tab.
12. Delete the highlighted div in the past chat tab.
13. Type 'agentPastChatsTab' in the search box and drag this component to the past chats tab.
14. Click on the 'save' button which can be found in the top right corner.
15. Repeat the steps from 9. i) to 9. u) one more time.
16. Navigate to setup, search for 'Custom Settings' in the quick find box and click on 'Language Translation API'.
17. Click on 'Manage' button and then 'New' button.
18. Fill in all the Intento API details that are to be used for translation and click 'save'.
Custom Settings detail:
- Name: TranslationDetails
- Method: POST
- Routing: best
- APIKey: [Your Intento API key]
- EndPoint:https://syncwrapper.inten.to/ai/text/translate
- UserAgent: ‘Intento.Integration.SalesforceLiveChat/1.0.0’
19. Navigate to setup, search for 'Custom Settings' in the quick find box and click on 'auth_Credential'.
20. Click on 'Manage' button and then 'New' button.
Custom Settings detail (auth_Credential):
- Name: Authcred
- ClientId: 3MVG9riCAn8HHkYVfRhrvCSTqRXwAnrJEPiTtN1.K.Z4KBCuUd6fatS8kguacGLXM6wqg3WWqkMH.VqaFpvHE
- ClientSecret: 23615A878AAA413F723D23C5BA3CDBCE3700D9FDFF7E9701C0E696D03A2963BF
- Endpoint (sandbox): https://test.salesforce.com/services/oauth2/token
- Endpoint (Production): https://login.salesforce.com/services/oauth2/token
- auth_password: [Your org password]
- auth_user: [Your org username]
21. Navigate to setup, search for 'Custom Settings' in the quick find box, and click on 'ChatDisclaimer'.
22. Click on 'Manage' button and then 'New' button.
Custom Settings Detail (ChatDisclaimer):
- Name: ‘disclaimer1’
- ChatEndAcknowledgement: ‘Chat ended by an agent'
- ChatStartAcknowledgement: ‘Agent is online now’
- Disclaimer: ‘We translate this chat automatically. Learn more’
- TypeMessageAcknowledgement: ‘Type a message’
- chatStartedTimeAcknowledgement: ‘Chat started at’
- AgentOfflineAcknowledge: ‘Agent is offline’
23. Now go to setup and search ‘Custom Settings’ in the quick find box and then click on ‘Profiles.’
24. Click on ‘Manage’ Button and then click on ‘New’ button.
Custom settings detail (Profiles):
- Name: ‘Agent1’
- AgentName: ‘System Administrator’
25) Now go to setup and search ‘Visualforce Pages’ in the quick find box and then click on the ‘Preview Button’ where the label name is ‘UserChatButton.‘
26) Now you can see the Let’s Chat button on the new Tab.
By successfully following all the steps detailed in this guide, you will be able to 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.