When a conversation starts between a customer and an agent, the customer language can now be pre-set to a default value. This default value is coming from language picklists on the MessagingSession and LiveChatTranscript objects. By default the customer language, the Unbabel automated language identification flow is being skipped.

The feature is available starting with Unbabel Live Agent version 2.17.

How to implement

Follow these steps to implement the language default:

1 - Open Setup, head to the Object Manager and find your corresponding MessagingSession / LiveChatTranscript object.

2 - Select Fields & Relationships.

3 - Click New to create a new custom field. When asked for type in step 1, select Picklist. Click next. In step 2, under Values, select Use global picklist value set and the Unbabel "Languages" picklist value set. Fill other details as you prefer and save any changes.

4 - Copy the field API name of the created custom field - you can check this under “Fields & Relationships” of the object -, as you will need to set this value in the Visitor Language Configuration section in the Unbabel - Live Agent Configuration.

5 - Open the apps launcher and search for Unbabel Live Agent Configuration.

6 - In the section “Visitor Language Configuration”, expand the corresponding section for the record name (MessageSession, LiveChatTranscript) and add the corresponding API field name you created. You only need to add the ones you are using.

7 - Click Save to conclude.

Note: the value of this custom picklist field needs to be set using a flow or a trigger when creating a MessagingSession or LiveChatTranscript record on starting the conversation between client and agent. This value will then be picked up (if it is a supported language) and set as the default Visitor language.

This process is not described in this guide as it needs to be performed according to your operational needs.

Note2: In cases where you would like Unbabel to automatically identify the language, leave the custom field value empty