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Translate Chats Dynamically Using the Messaging User Language

Salesforce Enhanced Web Chat uses the Messaging User Language field on the Messaging End User record to drive real-time chat translations. The conversation's translation language automatically aligns with the customer's identified locale. If a customer requests to switch languages mid-conversation, support reps can update the language field to instantly update the translation tool without disrupting the chat session. You can control the field-level security of the Messaging End User Language field to determine which users have access to it.

Required Editions

Key Benefits

  • Accurate initial alignment: If a customer types their initial greeting in a common language like English, Salesforce uses their profile's locale settings to default to their preferred language.
  • Mid-session flexibility: Support reps can update the customer's language preference from the console to change the translation output language.
  • Improved rep efficiency: Reps don't need to end sessions or transfer customers to different queues to change languages.

This feature isn't available by default. To request enablement, contact your Salesforce Customer Support.

Handle Initial Inbound Translations

When a customer initiates a chat, the system references their locale settings and maps it to the Messaging User Language field.

  1. Open the Omni-Channel widget and accept the incoming chat request.
  2. In the Information panel, view the customer's default language in the Messaging User Language field.
  3. Verify that the chat feed conversation component automatically configured itself to the detected language.
  4. Click Translate to view the customer's messages in your local language and automatically translate your replies into theirs.

If the Messaging Language User field is empty, translation defaults to language detection, which determines the language based on end-user messages.

Change the Translation Language Mid-Conversation

If a customer asks to converse in a different language during an active session, manually update the language field.

  1. In the Information panel, locate the Messaging User Language field.
  2. Click the Edit icon next to the language.
  3. Select the customer's new preferred language from the dropdown.
  4. Click Save.
  5. In the conversation feed, click Refresh on the translation component.
  6. After the translation tool updates to reflect the new language, click Translate to continue the conversation in the newly selected language.