Reach more customers and employees with a multi-language agent. After you select additional languages in your agent’s language settings and set up an Enhanced Chat channel, finish setting up additional languages for your agent.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type. |
|
To learn about channel support for other agent types, see the documentation for that type. |
| User Permissions Needed | |
|---|---|
| To build and manage Service agents: |
Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application |
| To build and manage Employee agents: |
Manage AI Agents and Manage Agentforce Employee Agents OR Customize Application |
Note These steps are required for all agents that connect to Enhanced Chat, including
Agentforce Employee agents that connect to Enhanced Web Chat.
Before you begin:
- Review supported languages for Agentforce Service agents or supported languages for Agentforce Employee agents, and considerations for language and locale support for Agentforce overall.
- Turn on Translation Workbench and add your additional languages as translated languages.
- Update language settings.
- Connect your agent to Enhanced Chat v1 or Enhanced Chat v2.
- On the Message Settings Setup page, click your Enhanced Chat channel's name.
-
Turn on the Identify preferred language of messaging
users setting.
When an end user starts a conversation, Salesforce populates the Messaging User Language field of the Messaging Session record with the language specified in the deployment's code snippet, Experience Builder site, or Commerce Cloud site.
- Save your changes.