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Discusses the features and functionality of cxconnect.ai’s Salesforce app in regard to the Messaging Application and its Components.

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Table of Contents

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Functionality

  • The cxconnect.ai Messaging application for Salesforce allows for real-time translations between customers and agents within the Salesforce messaging channels.
  • Customer and agent messages allow agents to view both the translated and original messages.

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Language Detection

  • When a conversation is started and activated within the Messaging application, after a sufficient number (3 successfully identified from customer) of messages have been exchanged between the customer and agent the language is assumed to be the conversation’s “active language”.
  • If cxconnect detects a change in the language a small visible alert is placed on the message.
  • If the change in detection is correct the agent has the option of changing the language via the language drop down.
  • When the language is chosen, via the language dropdown, a field is updated on the MessagingEndUser that persists the choice until a new selection is made.

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Quick Text

  • The application provides a “Quick Text” button that mimics the native Salesforce application’s quick text option.
  • This hooks into the organization’s Quick Text library so agents can utilize existing work flows.

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End Chat

  • When an agent is ready to end a conversation, the End Chat button can be clicked.
  • This is a two-step process, to prevent accidental conversation ends. An agent must click to end the conversation in the additional pop up.

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Translation History

  • Each message displayed in the Messaging application will generate an associated Translation History record that holds a detailed look at the message’s contents.
  • The available field on the MessagingTranslationHistory__c object are as follows:
    • Content__c: The text content of the original message that is being translated.
    • IsLanguageSupported__c: A boolean field indicating whether the source or target language is supported for translation by the system.
    • IsTranslationEnabled__c: A boolean field indicating whether translation is enabled for the specific messaging session or user.
    • Messaging_Session_Translation__c: A reference to the MessagingSession object, linking the translation history to the session in which the message was sent.
    • Messaging_User_Translation__c: A reference to the MessagingEndUser object, linking the translation history to the end user who sent or received the message.
    • Name__c: The recorded name of the user or agent who sent the message.
    • SourceLanguageCode__c: The ISO language code (e.g., “en” for English, “fr” for French) representing the language of the original content.
    • SourceLanguage__c: The full name of the language of the original content (e.g., “English”, “French”).
    • TargetLanguageCode__c: The ISO language code representing the target language for the translation.
    • TargetLanguage__c: The full name of the target language for the translation.
    • TimestampLong__c: A numeric representation of the timestamp (milliseconds since epoch) indicating when the message was translated.
    • Timestamp__c: A date/time field representing when the message was translated, formatted for human readability.
    • Translated__c: The text content of the translated message.
    • TranslationKey__c: A unique identifier or key used to track the translation request.
    • Type__c: The type of user the translation event is tied to, such as whether it was an Agent or Visitor.

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AI Enrichments

  • The Messaging application comes with optional AI Enrichment options that allow organizations and agents to enhance communication with customers.

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Additional Features

  • Undo and Redo buttons will activate after AI Enrichments have generated new text. This allows agents to go back, then forward, to the original text typed.

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Currently Unsupported Features

While cxconnect.ai strives for feature completeness with the native Salesforce conversation component, there are some features that are currently not available.
  • Message attachments (images, files, etc)
  • Insert Emoji - cxconnect.ai supports emoji’s but does not currently replicate the “Insert Emoji” option found in some organizations.
  • Agent Transfer
  • Messaging Components - The insertion of and translation for existing components within the conversation.
  • Agent Flagging
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