# Analyze Source: https://docs.cxconnect.ai/api-reference/language/analyze /specs/language-api.yaml post /language/analyze The analyze endpoint performs one or many analysis tasks on the input document # Bulk Translate Source: https://docs.cxconnect.ai/api-reference/language/bulk-translate /specs/language-api.yaml post /language/translate/bulk The bulk translate endpoint allows for the simultaneous translation of many documents. # Detect Source: https://docs.cxconnect.ai/api-reference/language/detect /specs/language-api.yaml post /language/detect The detect endpoint performs language detection of the source text. # Edit Source: https://docs.cxconnect.ai/api-reference/language/edit /specs/language-api.yaml post /language/edit The edit endpoint uses generative AI to apply requested edits to a document # Edit Tones Source: https://docs.cxconnect.ai/api-reference/language/edit-tones /specs/language-api.yaml get /language/edit/tones The edit tones endpoint returns a list of valid tones supported by the edit features # Locale Source: https://docs.cxconnect.ai/api-reference/language/locale /specs/language-api.yaml get /language/locale/{tag} The locale endpoint returns information on a specific locale # Locales Source: https://docs.cxconnect.ai/api-reference/language/locales /specs/language-api.yaml get /language/locales The locales endpoint returns an array of all known locale data # Sentiment Source: https://docs.cxconnect.ai/api-reference/language/sentiment /specs/language-api.yaml post /language/analyze/sentiment The sentiment endpoint performs sentiment analysis of the source text. Analysis is performed on the native language if supported, otherwise, the source text is translated to English prior to analysis. # Substitute Source: https://docs.cxconnect.ai/api-reference/language/substitute /specs/language-api.yaml post /language/substitute The substitute endpoint applies any custom phrases to the provided document # Translate Source: https://docs.cxconnect.ai/api-reference/language/translate /specs/language-api.yaml post /language/translate The translation endpoint allows submission of a source text, with or without a specified language, to translate to an array of destination languages. # Translate Locales Source: https://docs.cxconnect.ai/api-reference/language/translate-locales /specs/language-api.yaml get /language/translate/locales List all the source and target language codes supported for translation and detection # Translate Locales supported Source: https://docs.cxconnect.ai/api-reference/language/translate-locales-supported /specs/language-api.yaml get /language/translate/locales/supported Returns a result to indicate if the provided source and target languages are supported for translation. # Genesys Releases Source: https://docs.cxconnect.ai/changelog/genesys/releases Complete release history for the cxconnect.ai Genesys App ## Bug Fixes * Fixes issue where messages were being duplicated when transferring between agents * Fixes issue with not scrolling to the bottom (most recent message) when loading the app * Fixes issue with scrolling to recent message after sending * Fixes error handing undefined language responses sent from cxconnect API * Fixes error when trying to send empty messages ## Features * Enables Live Score for enabled clients ## Bug Fixes * Fixes issue with emoji selection not closing when clicking outside of selection box * Fixes issue with not scrolling to the bottom (most recent message) when loading the app * Fixes issue with scrolling to recent message after sending * Fixes error handing undefined language responses sent from cxconnect API * Fixes error when trying to send empty messages ## Bug Fixes * Fix empty messages being displayed when converting between `en` and `en-US` # Language API Releases Source: https://docs.cxconnect.ai/changelog/language-api/releases Complete release history for the cxconnect.ai Language API ## Features * Updates authentication headers for some translation providers ## Bug Fixes * Fixes issue where safety flagging caused errors in translation providers ## Features * Add ability to update integration advanced options for Genesys application administration. * Updates internal generative package to most recent versions. * Adds enhanced model selection to applicable translation providers. ## Bug Fixes * Fix how default detection works, detection process should no longer identify long individual words as undefined. * HTML translations for certain providers no longer re-format HTML structure. ## Features * Adds BYOK (Bring Your Own Key) for certain translation providers for approved clients. * Adjust internal logging to export more fine-grained logs. * Authentication token introspection enhancements. * Extract billing monitoring packages. ## Bug Fixes * Fixes issues related to generative schema nesting and validation. * Fixes normalization of escaped characters in html translations. * Fixes issues related internal Salesforce author assignments. ## Features * Adds internal workflow management allowing for better handling of long-running or timed work ## Bug Fixes * Fixes issues related to translation HTML parsing and formatting for multiple providers ## Bug Fixes * Fixed custom phrase matching for HTML-encoded characters (e.g., `Org®` now properly matches `Org®`) * Improved HTML entity decoding logic to handle multiple encoding levels from Salesforce * Enhanced string processing to properly unescape content before custom phrase matching ## Bug Fixes * Fixed HTML language and direction attribute handling * Resolved issue with excessive HTML wrapper tags being added to translated content * Enhanced test coverage for HTML translation scenarios ## Bug Fixes * Fixed double-encoding issue in insight results processing * Improved data handling for analytics operations to ensure reliable data storage * Resolved JSON encoding errors that affected bulk data operations ## Features * Added advanced language detection capabilities with internally configurable provider selection * Improved language variant handling for regional and script-specific language codes (e.g., Greek variants like el-CY, el-Latn, el-Cyrl now properly resolve to their parent language) * Enhanced message query performance through optimized database indexing * Added support for compressed payloads in Freshdesk integration to handle larger ticket threads * Optimized Freshdesk initialization to use plain text instead of HTML, reducing payload size ## Bug Fixes * Fixed language script stripping logic to properly handle Unicode CLDR language identifiers * Resolved substitution validation issues that could cause translations to be returned without proper replacements * Improved validation flow to prevent early exits that bypassed necessary checks ## Bug Fixes * Improved escape/unescape processing for custom tags to ensure proper handling by translation providers * Fixed issues with custom phrase recognition and translation ## Features * Enhanced language detection with more comprehensive HTML handling * Simplified HTML translation processing for improved performance * Increased input text limits for larger content translation * Improved HTML text node translation with concurrent processing * Enhanced word boundary detection for Unicode characters to better support international languages ## Bug Fixes * Fixed support for custom phrases in Chinese, Korean, Japanese, and other Unicode languages * Fixed regex validation to properly handle Unicode word boundaries * Improved validation logic for custom phrase matching across multiple languages ## Bug Fixes * Fixes custom phrase nested matching, custom phrases now match on longest phrase first and matches within that longest match are no longer matched/replaced ## Features * Live-Score is now enabled for Genesys clients * Better telemetry data around languages detected and detection providers ## Bug Fixes * Internal prompt schema improvements * Fixes issues related to long FreshChat message lookups * Fixes issues where duplicate messages from Genesys were being returned * Salesforce Live-Score triggers scores appropriately after customer responds * Fixes concurrent language model lookup race conditions ## Features * Adds internal prompt management system * Adds telemetry to prompt management system * Adds internal centralized intelligence domain * Adds ability to return masked PII in custom format (e.g. 1111-2222-3333-4444 -> XXXX-XXXX-XXXX-4444) * Adds conversation simulation for enabled clients * Adds an optional `UseSource` flag to the translator request payload, allowing propagation of known locale to translation providers ## Bug Fixes * Fixes French translation issues with certain providers * Fixes one internal detection provider to utilize smaller subset of top languages to assist in more accurate locale detection * Fixes an issue where needless errors are returned when translation contains something like `notranslate`, typically seen in Custom Phrase matching ## Features * Adds internal support center flags * Enhances internal logging for faster issue triage * Adds additional administrative functionality ## Bug Fixes * Fixes issues with Arabic translations not conforming to proper left-to-right formatting * Salesforce insights no longer error when no conversation exists * Fixes issues with large text mis-detection ## Bug Fixes * Fixes issue where translation provider determination was not deferring to smallest sample percentage ## Features * Adds internal `Support` api * Genesys application should now handle media messages * Adds flags query to Studio allowing for simplified flag retrieval process * Adds language pair combinations to internal translation provider determination ## Bug Fixes * Updates the summarize packages to produce more reliable summarizations * Fixes issues with Supported language functionality across providers * Fixes bug when attempting to unmarshal floats returned from AI providers. Changes schema to TypeInteger * Better internal role checking for administrative users * Fixes a nil pointer error in the Freshchat service for `system` users * Fixes an issue where multiple defaultRules being applied would result in an incorrect, incomplete unredaction * Fixes issues that arise when a custom phrase is contained within a word * Fixes issues with text between anchor tags not being translated ## Features * Improves service selection, specifically related to supported language logic * Updates service selection to not only fall back to the target language's parent, but also fall back to the source language's parent before exhausting the supported language pair check * Adds the ability to store `System` as the author for certain Freshchat messages * Enables filtering by only active organizations * Adds additional administrative endpoints for Genesys * Provides Salesforce specific endpoints for each Salesforce application * Adds more granular roles for accessing usage data ## Bug Fixes * Fixes a nil pointer error, which is causing a bug with Freshchat * Fixes issue where an unsuccessful or prolonged call reporting call holds and fails requests * Disables French as a supported target language for some providers * Fixes locale definition around `no` not being the parent language for `nb` * Fixes translation fallback logic regarding `null` responses * Fix disruptive responses for third-party translation engine performance degradation * Fixes issues with HTML translation of image tags * Fixes issues with large HTML payloads not being fully translated * Fixes issues with how HTML is handled between providers * Fixes issues with incorrect MIME types being detected * Fixes issues with Custom Phrases being incorrectly applied to URLs ## Features * Optimized large conversation translations ## Bug Fixes * Fixes occasional raw malformed HTML from being returned after translation * Fixes HTML image persistence in right-to-left translations * Fixes HTML numbered list formatting primarily in right-to-left language translations * Fixes text and font formatting in language translations * Fixes Salesforce-based merge fields from being translated # Overview Source: https://docs.cxconnect.ai/changelog/overview An overview of cxconnect.ai product releases ## Changelog Check out the releases for our product suite below. cxconnect.ai app for Salesforce cxconnect.ai app for Genesys cxconnect.ai Language API cxconnect.ai flagship product # Base App Source: https://docs.cxconnect.ai/changelog/salesforce/releases/base-app Complete release history for the cxconnect.ai Salesforce Base App ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000Rn33IAC) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000Rn33IAC) ## Features * Custom Metadata: Adds ability to turn off automatic email trigger ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000NanZIAS) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000NanZIAS) ## Features * Interpreter: adds ability to enable or disable the auto copy button * Interpreter: adds ability to default auto copy button option to on or off ## Bug Fixes * Interpreter: fixes Lightning Locker interoperability with copy button functionality ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000NCzlIAG) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000NCzlIAG) ## Features * Email page option: Enable all historic translation button * Email page option: Enable single historic translation button * Email: adds the ability to expand and reduce the `Original Message` chain within each displayed email ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000N6O5IAK) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000N6O5IAK) ## Features * Interpreter: auto-copy (control+shift+C) button in rich-text layout, defaults to ON * Interpreter: toggle between translation and original (control+shift+O), button in rich-text layout * Interpreter: clear text (control+shift+X) button in rich-text layout * Interpreter: pull source language from record page if available * Interpreter: copy text button added to modal display * Interpreter: translate hotkey (control+shift+T) * Interpreter page option: Show Preview Modal to show or hide translation preview * Email page option: Enable email translation, displays "Translate Email" button and language dropdown, default ON * Email page option: Collapse Email List, default ON * Email page option: Number emails displayed when collapsed, default 2 * Email page option: Number emails to Show More, default 5 * Add "inbound" email check to Flow, new version must be activated if upgrading from previous Base app versions * Add full migration to Salesforce specific backend services for easier Salesforce specific API updates * Add API version to translation settings * Add Slack post install hook to each app, allowing for quicker installation analysis * Add Remote Site Setting metadata automatically to allow/disallow post install Slack hooks * Warn user when adding too many languages to translation rules ## Bug Fixes * Fix most "null object" error issues for translations with better translation timeout handling * Fix inbound email bug where inbound checks were happening late * Fix enriched record lookups when translations do not exist * Fix Email subject length check, limits translation subjects to Salesforce standard 255 characters ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000BDjVIAW) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000BDjVIAW) ## Features * Opens access to Studio Transcripts * Adds access to Real-time Insights for Messaging application ## Bug Fixes * Fixes Email Translation component refreshing after email sends * Fixes Email Translation component errors when blank Subject line is found in drafted emails * Fixes API access validation error messages. Customers will now get explicit messages that indicate their access is invalid ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000007xRZIAY) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000007xRZIAY) ## Features * Adds ability to "Auto Approve" email translations for clients via Custom Metadata Types. This option, when enabled, will skip the Email Translator component "Approve" process, translate and add that translation to the current email draft * Adds error codes to allow better servicing of common configuration issues ## Bug Fixes * Fixes issues where cases that are created outside of Email-to-Case did not pick up the cxconnect\_SourceLanguage field and select the correct language in Email Translator component language dropdown * Quicktext component should now work properly with Merge fields in dependent packages ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000005ZGTIA2) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000005ZGTIA2) ## Bug Fixes * Properly process quality enrichment tones returned from server * Quicktext component should now properly display html ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo00000035j7IAA) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo00000035j7IAA) ## Bug Fixes * Fixes issue with backwards compatibility with Messaging v3.4 application ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000002rmbIAA) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000002rmbIAA) ## Features * Translation Field Rules adds the ability to translate individual fields and populate other fields with the data ## Bug Fixes * Fixes issue with Translation Rules only displaying 10 selected languages. Re-create existing rules to see changes ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000002KibIAE) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000002KibIAE) ## Features * Email Translator component replaces agent's original drafted email message with translated text from "Preview" modal ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo00000029NNIAY) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo00000029NNIAY) ## Features * Opens up accessibility to Quality Enrichments * Extends reporting visibility ## Bug Fixes * Display only enabled languages on language drop-down * Email errors now correctly propagate to the end user ## Bug Fixes * Fix email translation when Email object contains similarly named fields (ie when ChatLingual app is installed) * Additional translation fixes for instances where older email messages are included in agent's message chain * Fix inbound email flow when translations provide no or less than expected results * Fix email draft message sorting ## Features * Email now fully supports lighting enabled threading for both subject and body tokens * Enrichments now add a Source Language on their parent object if the field exists and isn't already populated ## Bug Fixes * Backend responses containing additional "Enrichment" information can now be parsed properly * Email component RefId's should now be respected in email chains * Inbound and outbound emails now attempt to parse out old content before attempting translations ## Features * Adds Auto Translate Enrichment flag to Translation Setting custom metadata field * Adds the functionality to translate when Enriched Record is loaded if new metadata field is flagged true * Updates Enriched Record, Email, Interpreter component display/copy ## Bug Fixes * Email reloading on agent send now works as intended ## Features * Adds ability to communicate with new cxconnect.ai servers * Adds Enriched Record components to facilitate easier creation and display of object field translations (ie: Case) * Adds functionality to Translation Rules to provide easier management of object field translations. Many fields to many languages without the need to extend the Base object * Removes unneeded Custom Metadata values from Translation Engine Config * Adds new Translate: Email Controller component * Removes custom email composer in favor of utilizing native Lightning composer # Chat App Source: https://docs.cxconnect.ai/changelog/salesforce/releases/chat-app Complete release history for the cxconnect.ai Salesforce Chat App ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000ND9RIAW) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000ND9RIAW) ## Dependencies * Base v3.4+ ## Features * Add Slack post install hook, allowing for quicker installation analysis * Fully migrates Live-Chat translations to Salesforce specific backend services ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000005XhiIAE) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000005XhiIAE) ## Dependencies * Base v3.4+ ## Bug Fixes * cxconnect Chat User permission set correctly assigns visibility to history records * Unsupported language error message is no longer displayed on chat refresh ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000002s7ZIAQ) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000002s7ZIAQ) ## Dependencies * Base v3.4+ ## Bug Fixes * Fix translation history creation and retrieval ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000273pIAA) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000273pIAA) ## Dependencies * Base v3.4+ ## Bug Fixes * Display only enabled languages on language drop-down ## Features * Adds functionality to communicate with Base v3.0 * Adds new permission sets to allow for more granular application control # Knowledge App Source: https://docs.cxconnect.ai/changelog/salesforce/releases/knowledge-app Complete release history for the cxconnect.ai Salesforce Knowledge App ## Links * Ask [success@cxconnect.ai](mailto:success@cxconnect.ai) for link access ## Dependencies * [Base v3.11+](base-app#version-311) ## Features * Add Slack post install hook, allowing for quicker installation analysis * Fully migrates Knowledge translations to Salesforce specific backend services ## Links * Ask [success@cxconnect.ai](mailto:success@cxconnect.ai) for link access ## Dependencies * Base v3.4+ ## Bug Fixes * Display only enabled languages on language drop-down ## Links * Ask [success@cxconnect.ai](mailto:success@cxconnect.ai) for link access ## Features * Offers ability to communicate with Base App v3.0 # Messaging App Source: https://docs.cxconnect.ai/changelog/salesforce/releases/messaging-app Complete release history for the cxconnect.ai Salesforce Messaging App ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000Rky1IAC) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000Rky1IAC) ## Dependencies * [Base v3.11+](base-app#version-3-11) ## Features * Adds new MessagingEndUserExtension\_\_c object to allow for additional metadata to be stored on the MessagingEndUser object. * Adds DetectedLocale field to MessagingEndUserExtension\_\_c for better locale lookup and updates for both authenticated and unauthenticated end users. ## Bug Fixes * Fixes issue where the translation LMS subscription would attempt a new connection before validating the a stale subscription was successfully closed. ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000Nah7IAC) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000Nah7IAC) ## Dependencies * [Base v3.11+](base-app#version-3-11) ## Bug Fixes * Fixes translation errors when Messaging session EndUserLanguage is detected as `en_US` or `pt_BR` ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000N6xZIAS) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000N6xZIAS) ## Dependencies * [Base v3.11+](base-app#version-3-11) ## Features * Add Slack post install hook, allowing for quicker installation analysis * Adds Messaging Session ID to all translation records for easier back-reference * Adds ability to extract EndUserLanguage from Salesforce for better language identification ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000BF6zIAG) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo000000BF6zIAG) ## Dependencies * [Base v3.10+](base-app#version-3-10) ## Features * Adds access to Studio Transcripts * Adds access to Real-Time Insights for active Messaging Sessions ## Bug Fixes * Fixes messaging display of "Bot" messages for most Salesforce Bots used (including Einstein) ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000005YDxIAM) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo0000005YDxIAM) ## Dependencies * [Base v3.8+](base-app#version-38) ## Features * Granular control over what Quality Enrichment flags are displayed to the end user * DetectedLocale field to MessagingEndUser for better locale lookup ## Bug Fixes * Scroll to bottom is now instant and always * Conversation language when starting empty or undefined to default English * End chat button not respecting individual message session when multiple sessions are active ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo00000030TJIAY) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo00000030TJIAY) ## Dependencies * [Base v3.7+](base-app#version-37) ## Bug Fixes * Fixes errors associated with Messaging components in Firefox ## Links * [Production Installation](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tUo00000029VRIAY) * [Sandbox Installation](https://test.salesforce.com/packaging/installPackage.apexp?p0=04tUo00000029VRIAY) ## Dependencies * Base v3.4 OR Base v3.7+ ## Features * Enables Quality Enrichments * Adds CxconnectMessagingEnrichmentUser permissions to allow access to Quality Enrichments ## Bug Fixes * Display only enabled languages on language drop-down ## Dependencies * Base v3.0+ ## Features * We now give a soft warning when changing from an established conversation language to another ## Bug Fixes * Stops attempting to match certain messages using agent's name * Falls back to previously detected language when encountering undetermined language detection. If none are found we use Unknown ## Dependencies * Base v3.0+ ## Features * Allows bot and system messages to be displayed within the component ## Bug Fixes * Correctly handles multiple concurrent messaging sessions * No longer adds duplicate messages on component reload ## Dependencies * Base v3.0+ ## Bug Fixes * Fixes end conversation handling when initiated from customer side ## Dependencies * Base v3.0+ ## Features * Adds functionality to communicate with Base v3.0 * Adds new permission sets to allow for more granular application control ## Bug Fixes * Fixes screen reload translation issue, fixes "End Conversation" pop-over collapse # Information Source: https://docs.cxconnect.ai/changelog/salesforce/releases/overview An informational overview of cxconnect.ai Salesforce releases ## Latest Release * [Base](base-app/) * [Messaging](messaging-app/) * [Knowledge](knowledge-app/) * [Chat](chat-app/) ## Release Ideology cxconnect.ai takes a fast, iterative approach to releases. If you are familiar with agile methodologies, it's very similar to that. As bugs are uncovered or features are recommended, we build, test, and release. We strive to keep backwards compatibility with all v3.x releases but occasionally dependent packages must be updated. These are called out in the "Dependencies" section of each release. ## Structure * There are 4 separate apps to allow for flexibility dependent on what Salesforce options your organization has enabled * **Base app:** Contains the basic functionality to communicate with cxconnect.ai servers along with Email, Interpreter, Enriched Records, and Translation Rules. This application must be installed before any other. * **Messaging app:** Contains the functionality to integrate with Salesforce Digital Engagement Messaging Channels. * **Knowledge app:** Contains the functionality to integrate with Salesforce Knowledge articles. * **Chat app:** Cntains the functionality to integrate with the *deprecated* LiveAgentChat. # Studio Releases Source: https://docs.cxconnect.ai/changelog/studio/releases Complete release history for cxconnect.ai Studio ## Features * Initial release tracking for Studio # Zendesk Releases Source: https://docs.cxconnect.ai/changelog/zendesk/releases Complete release history for the cxconnect.ai Zendesk App ## Bug Fixes * Fixes issues when removing richtext html from translations. # Introduction Source: https://docs.cxconnect.ai/get-started/introduction Welcome to the cxconnect.ai technical documentation portal. This site is designed to be your comprehensive resource for installing, configuring, and effectively using our suite of products. Our documentation is tailored for technical teams and users who need clear, precise, and formal guidance. ## Overview Our suite of products is engineered for seamless integration and ease-of-use. Whether you are implementing our API or integrating with popular platforms, our guides offer step-by-step instructions, best practices, and troubleshooting tips to ensure a smooth deployment. ## Products Explore our range of products below. Each product includes dedicated installation and user guides to help you get started quickly: API reference The cxconnect.ai Studio cxconnect.ai Apps for Salesforce cxconnect.ai App for Genesys cxconnect.ai Apps for Freshworks ## Ease-of-Use and Technical Excellence Our documentation is built with your technical needs in mind: * **Comprehensive Setup Instructions:** Detailed guides ensure you can install and configure each product with ease. * **Step-by-Step Guides:** Each product guide is broken down into clear, actionable steps. * **Troubleshooting & Best Practices:** Find solutions to common issues and insights on how to maximize the potential of our products. ## Getting Started To begin, select the product you wish to explore from the list above. For additional technical insights, please refer to our: * [API Reference](/api-reference/language/translate) * [Changelog](/changelog/overview) We are committed to supporting your success with robust and user-friendly documentation. Thank you for choosing our products. *** [*For further assistance or more detailed technical support, please email our friendly support staff at help@cxconnect.ai.*](mailto:help@cxconnect.ai) # Genesys Source: https://docs.cxconnect.ai/get-started/products/genesys/genesys-quickstart Get set up quickly with cxconnect.ai app for Genesys # Genesys Quickstart Documentation for helping clients understand the cxconnect.ai App for Genesys. [Introduction](#introduction) [Architecture](#architecture) [Application Workflow](#application-workflow) [Translation Process](#translation-process) [Language dropdown](#language-dropdown) [References and External Links](#references-and-external-links) # Introduction The cxconnect.ai App for Genesys is an innovative tool designed to seamlessly integrate with the Genesys Agent UI. It offers real-time translation capabilities, ensuring that agents can communicate effectively with customers regardless of language barriers. # Architecture ![Architecture](https://res.cloudinary.com/drj42yo4i/image/upload/v1734043030/cld-sample-2.jpg) * The application is embedded within the Genesys Agent UI within a provided iframe. * The application is hosted in our cxconnect.ai cloud environment, where it has access to our Translation API. * Our application is built with Vue and served by a Go web server. * Communication with Genesys is facilitated using the Genesys Platform javascript SDK. The following Genesys APIs are utilized: * Conversations API * Notifications API * Response Management API * Users API * Authorization is handled through an [implicit grant process](https://developer.genesys.cloud/authorization/platform-auth/use-implicit-grant) # # # Application Workflow * Once a user has answered a conversation, our application is discoverable via the cxconnect.ai logo * The conversation is then translated into the agent’s language, English in this case, and displayed within the application. * The agent must use the cxconnect.ai message box to send outgoing messages if they need translation. A message is typed and sent using the Enter key or the Arrow button. # Translation Process * A payload is provided fulfilling the Translation API /translate endpoint. * An incoming message from the customer is picked up via webhook in the customer’s language. If the language is not English, it is detected and translated and placed into the cxconnect.ai app for display. * An outgoing message, typed into the cxconnect.ai app text box, is translated using the conversation's pinned language. The message is then sent to the customer in their local language. # Language dropdown ## Language options The menu shows all languages your organization supports for translation. ## How the language is set The language dropdown shows the **pinned** language for the conversation. That pinned language is used for outgoing translations and stays fixed until an agent changes it. * **First customer message:** When the first customer message is detected and successfully translated, the app pins that language for the conversation. * **Agent override:** If you pick a different language from the menu, that choice is pinned immediately and replaces the detected language. * **No automatic updates:** After the language is pinned, it does not change on its own—even if later customer messages appear to be in a different language. Only an agent can update it by selecting a new language from the menu. ## If the first translation fails If the first customer message cannot be translated, the language is not pinned yet. Select the correct language from the menu, or wait for a later customer message that translates successfully. # References and External Links * [Translation API Documentation](https://interpret.staging.chatlingual.com/docs/static/index.html) * [Genesys Javascript SDK](https://developer.genesys.cloud/devapps/sdk/javascript) * [Genesys API Explorer](https://developer.genesys.cloud/devapps/api-explorer) * [Genesys Implicit Grant](https://developer.genesys.cloud/authorization/platform-auth/use-implicit-grant) # Off Market Installation Guide Source: https://docs.cxconnect.ai/get-started/products/genesys/installation/off-market The installation guide for the cxconnect.ai Genesys App # **Install Steps** Reach out to [help@cxconnect.ai](mailto:help@cxconnect.ai) if you need any assistance during the process. # Create an OAuth Code Authorization / PKCE client * The Code Authorization / PKCE client will allow frontend communication between Genesys and the cxconnect.ai application * Log in to your Genesys Cloud organization and create a new OAuth client that uses the Code Authorization / PKCE type. For more information, see [Create an OAuth client](https://help.mypurecloud.com/articles/create-an-oauth-client/) in the Genesys Cloud Resource Center. * Add the following to **Authorized redirect URI**: * If installing into a Production environment use: `https://genesys.cxconnect.ai/genesys/` * If installing into a Test environment use: `https://test.genesys.cxconnect.ai/genesys/` * Add the following **Scopes**:\ `conversations, conversations:readonly, notifications, response-management, response-management:readonly, user-basic-info, users, users:readonly` * Provide the generated client ID and client secret from your OAuth client and specify the region where your Genesys Cloud organization is located to cxconnect.ai. # Create an OAuth Client Credentials client * The Client Credentials client will allow cxconnect.ai servers to communicate and manage the widget integration. * Create a Client Credentials OAuth grant, similar to above. * Copy the Client ID and Client Secret for sending to cxconnect.ai during activation. * This allows cxconnect.ai to make necessary updates to the widget. * Add a role with `integrations:integration:edit` to the created OAuth Client * You may use an existing Role or add a new one ### Adding a new Role * Navigate to Admin > People & Permissions > Roles/Permissions * Click "Add Role" * Name the Role * On the Permissions tab search, find, and select the Integrations > Integration > Edit permission * On the Permissions tab search, find, and select the Integrations > Integration > View permission # Install and activate the App in Genesys Cloud ## Add the Interaction Widget integration * Log in to your Genesys Cloud organization and add an integration. For more information, see [Add an integration](https://help.mypurecloud.com/articles/add-an-integration/) in the Genesys Cloud Resource Center. * Install the Interaction Widget integration. * Name the application. ## Configure the Application URL * Click the **Configuration** tab. * In the **Application URL** box, type the URL of the web application. Be sure to specify the full URL, beginning with *https:* For Production ```javascript theme={null} https://genesys.cxconnect.ai/genesys/?conversationId={{gcConversationId}}&language={{gcLangTag}}&orgId=YOUR_ORG_ID&targetEnv={{gcTargetEnv}}&hostOrigin={{gcHostOrigin}} ``` For Test ```javascript theme={null} https://test.genesys.cxconnect.ai/genesys/?conversationId={{gcConversationId}}&language={{gcLangTag}}&orgId=YOUR_ORG_ID&targetEnv={{gcTargetEnv}}&hostOrigin={{gcHostOrigin}} ``` These parameters allow the application to know which interaction and what language the agent prefers. ## Configure Iframe Sandbox Options * In the **Iframe Sandbox Options** box, add the following: ```javascript theme={null} allow-scripts,allow-same-origin,allow-forms,allow-modals ``` ## Set Group and Queue Filtering * To limit access to specific groups of agents, in **Group Filtering**, select the groups that can use the application. **Note:** if no groups are assigned, no one will be able to see the app. * To limit access to specific queues, click **Select Queues** and select the queues that can use the application. * In the **Communication Type Filtering** box, type: *chat,webmessaging* ## Configure Advanced Settings * Click **Advanced** and enter the following code in the text area. Then save and activate the integration. ```javascript theme={null} { "lifecycle": { "ephemeral": false, "hooks": { "blur": true, "focus": true, "bootstrap": false, "stop": true } }, "icon": { "48x48": "https://www.chatlingual.com/wp-content/uploads/2022/05/cropped-favicon-192x192.png", "36x36": "https://www.chatlingual.com/wp-content/uploads/2022/05/cropped-favicon-180x180.png", "24x24": "https://www.chatlingual.com/wp-content/uploads/2022/05/cropped-favicon-32x32.png", "72x72": "https://www.chatlingual.com/wp-content/uploads/2022/05/cropped-favicon-270x270.png" } } ``` # Activating your cxconnect.ai widget * Once your integration widget is successfully created cxconnect.ai must have the following to activate the installation: * The installed widget ID, usually found in the URL, example: ``` embedded-client-app-interaction-widget/aa0489-6283-4656-ac3d-9505aedee418 ``` * Your [organization ID](https://help.mypurecloud.com/faqs/how-do-i-find-my-organization-id/) * Your Genesys Cloud region (e.g., `us_east_1`, `eu_west_1`, etc.) [reference](https://help.mypurecloud.com/articles/aws-regions-for-genesys-cloud-deployment/#tab2) * The frontend OAuth Code Authorization / PKCE client ID and client secret [created above](./off-market#create-an-oauth-code-authorization-%2F-pkce-client) * The backend OAuth Credentials Client ID and Client Secret [created above](./off-market#create-an-oauth-client-credentials-client). * You may email these contents directly to [help@cxconnect.ai](mailto:help@cxconnect.ai) or securely send in whichever way your organization typically sends similar information. # # Accessing the Application In your agent conversation view, if you have access, the cxconnect.ai application should now be discoverable!\\ # Language API Source: https://docs.cxconnect.ai/get-started/products/language-api-quickstart The Language API gives you full flexibility to **integrate multilingual capabilities into your existing systems or applications**, enabling businesses to communicate with customers in [150+ languages](https://cxconnect.ai/languages) across any platform or channel.\ \ [******To get started or for implementation support, contact our team at help@cxconnect.ai******](mailto:help@cxconnect.ai) ## Key Capabilities * **Real-Time Translation** – Instantly translate messages between customers and agents, enabling global support without the need for multilingual staff. * **Custom Phrase Libraries** – Build and maintain a controlled vocabulary of phrases and terminology to enforce brand consistency.  * **Syntax & Diction Suggestions** – Leverage AI to provide grammar, tone, and style suggestions to ensure brand voice consistency across languages.  * **Flexible Integration** – Integrate with any platform, channel, or workflow through the API. ### Benefits * **Universal Communication** – Easily connect with customers in their preferred language, improving satisfaction and accessibility across regions. * **Scalable Multilingual Support** – Deploy multilingual support without needing to hire specialized language teams, making support more scalable and cost-effective. * **Operational Efficiency** – Automate translation and language processing to reduce manual effort and streamline service operations. For additional technical insights, see the [API Reference](https://docs.cxconnect.ai/api-reference/language/translate) # Base Application Source: https://docs.cxconnect.ai/get-started/products/salesforce/installation/base The installation guide for the cxconnect.ai base app for Salesforce # Base App Install Steps ## *Step 1: Install the cxconnect.ai App for Salesforce* In order to successfully translate your customers', suppliers' and employees' Cases/Accounts/Leads etc, you must first install the **cxconnect.ai Base App** into your Salesforce instance. ## *Latest Release* The [cxconnect.ai Base App](../../../../changelog/salesforce/releases/base-app) ## *Step 2 Option A: Assign Permission Set Groups* The cxconnect.ai App for Salesforce comes with three permission set groups. 1. **cxconnect.ai Admin Permission Set Group**: Includes all the permissions required for managing translation configurations. 2. **cxconnect.ai User Permission Set Group**: Includes all the permissions required for users using cxconnect.ai translation service. 3. **cxconnect.ai Guest User Permission Set Group**: Includes all the permissions required for guest users using cxconnect.ai translation service. For guest users in addition to this These groups come with corresponding permission sets (referenced in [Step 2 Option B](#step-2-option-b:-assign-permission-sets)) already added. It is recommended users are assigned to these groups instead of individual permission sets to allow for easy expansion if utilizing the other cxconnect.ai Salesforce packages. ## *Step 2 Option B: Assign Permission Sets* The cxconnect.ai App for Salesforce comes with three permission sets. 4. **cxconnect.ai Admin Permissions**: Includes all the permissions required for managing translation configurations. 5. **cxconnect.ai User Permissions**: Includes all the permissions required for users using cxconnect.ai translation service. 6. **cxconnect.ai Guest User Permissions** : Includes all the permissions required for guest users using cxconnect.ai translation service. For guest users in addition to this permission set you will have to *create sharing rules on Translation Object to enable guest users to read translation rules*. Follow below instructions to assign permissions correctly. 1. Click on the "cxconnect.ai Admin Permissions" permission set in the search results. 2. Click on the "Manage Assignments" button. 3. Click on the "Add Assignment" button. 4. Select the users you want to assign the permission set to and click on the "Assign" button. 5. To create a sharing rule for guest users in Salesforce, follow these steps 1. Go to Setup in Salesforce 2. Under "Administration," click on "Security Controls" and then "Sharing Settings" 3. Scroll down to "Guest User Sharing Rules" and click "New" 4. Select the “Translation Object” object to share. 5. Choose the “Read only” access level for the guest user 6. Define the criteria for when the sharing rule should apply 7. Click "Save” ## Step 3: Configure Translation Settings 1. From Setup, enter “Custom Metadata Types” in the Quick Find box, then select “Custom Metadata Types” 2. Select “Manage Records” to configure the Translation Setting 3. Edit “Translation Engine Config” translation setting custom metadata record 4. Update “Auth Key” and “API Endpoint” information provided by cxconnect.ai and click save. The test endpoint is: [https://test.api.cxconnect.ai](https://test.api.cxconnect.ai) and the production endpoint is: [https://api.cxconnect.ai](https://api.cxconnect.ai) ## *Step 4: Setup Remote Site Settings* Add the given API Endpoint to remote site settings by navigating to Setup > Remote Site Settings > New Remote Site * Remote Site Name : cxconnect\_ai (or something similar) * Remote Site URL: \ * Active : true This will allow your Salesforce instance to communicate with cxconnect.ai servers. ## *Step 5: Select cxconnect.ai App* Select cxconnect.ai from the app menu. ## *Step 6: Configure Translation Objects* 1. Select Translation Objects Tab. 2. Add objects that you want to enable translation for by clicking the “**Add Row**” button. For this example we will be using the *Case* object. NOTE: Knowledge article records should not be selected or managed here. Please use the [Knowledge App](#knowledge-app-installation-and-setup) to handle these translations. 3. After enabling translation for a Salesforce object, a new field called "Source Language" will be added to that object. To allow all user profiles to access the cxconnect.ai translation service, update the field level security settings. **NOTE:** This field defaults access to System Administrators only. ## *Step 7: Configure Translation Rules* 1. Select the Translation Rules Tab. * Below is the guidance for each field regarding Translation Rules: * **Object**: This is the object you wish to set up the translation rule for. Currently, each object can only be selected once. * **Fields to Translate**: Source fields you wish to have translated. * **Target Languages**: The default Agent language(s) you'd like the selected fields automatically translated into. **WARNING:** Selecting too many default Target Languages will incur significant costs. * Add Translation Rules to each object you wish to translate by clicking the “Add Row” button * You can filter translation rules by clicking on the filter icon in the right corner of the Translation Rule page. Then select the appropriate filter criteria and click “Apply” to see refined results. ## ## *Step 8: Configure Translation Field Rules* If you would prefer to have individual fields populated with translations, Translation Field Rules provide that functionality. 1. Select the Translation Field Rules tab * Below is the guidance for each field regarding Translation Field Rules: * **Object**: This is the object you wish to set up the translation rule for. Currently, each object can only be selected once. * **Source Field**: Source field you wish to have translated. This can either be a standard or custom field. * **Target Field**: The target field to save the translation into. This can either be a standard or custom field. * **Target Languages**: Languages you'd like the selected fields translated into. * Add Translation Field Rules to each field you wish to translate by clicking the “Add Row” button * You can filter translation rules by clicking on the filter icon in the right corner of the Translation Field Rule page. Then select the appropriate filter criteria and click “Apply” to see refined results. For these fields to populate with translated data a custom flow MUST be set up. cxconnect.ai provides a template that can be activated to run when a case is created. * Navigate to Setup > Flows * From the *cxconnect.ai Case - Field Translation* option select “View Details and Versions” * Select “Activate” * Now when a Case is created translations will asynchronously populate the fields selected in the Translation Field Rules tab. ## *Step 9 RECOMMENDED: Automatically Translate Records* Historically, cxconnect.ai relied on custom flows to translate Case records. This process, while effective, was subject to latency and additional administrative overhead. Starting in v3.1 cxconnect.ai has opted to bypass working within Flows to prefer translating records when an agent loads a Case for the first time. A custom metadata field is now available to allow this translation to run immediately when a record is opened or manually with a button click. This option is defaulted to True. If a record does not already have a translation in an agent’s language the record is translated (based on configurations setup in step 7) right when the agent loads the record. ## *Step 10 OPTIONAL: Automatically Approve Emails* Starting in v3.9 cxconnect.ai added a feature to allow the automatic approval of email translations. Enabling this option within the Custom Metadata (see [step 3](#step-3:-configure-translation-setting,-authentication-key-and-api-endpoint) for reference) will bypass the email preview and simply replace the current drafted email with the translation. This will **not** automatically send the email.\\ ## *Step 11 OPTIONAL: Turn off Email Trigger* Starting in v3.15 cxconnect.ai added a feature to allow the turning off of the automatic email trigger. Disabling this option within the Custom Metadata (see [step 3](#step-3%3A-configure-translation-settings) for reference) will turn off the custom email trigger. This will prevent cxconnect.ai email triggers from firing which is helpful for client that send bulk emails.\ Having this option un-checked will remove the automatic refresh of the email translation component when an email is sent. ## *Step 12 OPTIONAL: Create Flow to Translate Records in “Real-time”* Create a flow for each object that is enabled in the “Manage Translation” tab. 1. Setup a flow for each object you have enabled translation for by navigating to setup and then search for “Flows” in the search bar. 2. Select “cxconnect.ai Case - Translation” in the list of flows. 1. This is a flow template which can be cloned to support any Salesforce objects. 3. Click “Save As” and provide “Flow Label” and “Flow API Name” and save new flow. 1. Case - Translation (On Create) 1. To translate on creation setup trigger criteria as “A record is created” 2. Configure scheduled path as shown below 3. Save & Activate # # Base App Capabilities ## *Interpreter* By adding the out-of-the-box cxconnect.ai component onto any flexi record page, cxconnect.ai Interpreter enables users to translate text in real time on any flexi page. Use cases making this feature valuable may include updating existing localized transcripts or editing any localized predictive texts in the local language. This feature can also be helpful to help with ad hoc translation needs outside the agent workflow. To add the cxconnect.ai Interpreter, follow the steps below. 1. Open any record page in Lightning 2. Click on the gear icon in the top right corner of the screen and select Edit Page. 3. From the App builder, drag and drop the “**Translation : Adhoc**” component to the flexi page layout. 4. The following page options are available: * Show Preview Modal which shows or hides translation preview. * Hide Title which hides the Interpreter title from user view. 5. Save After saving the component, the cxconnect.ai Interpreter is ready for translation. To translate your text, enter it and choose the desired target language, then click the "Translate" button. The translated text will appear in a popup window along with the identified source language. ## *Enriched Record* The cxconnect.ai Base application deploys with a custom component that can be added to any record page that is associated with a [translation rule](#step-7:-configure-translation-rules). Adding the **Enriched: Record** component to the Case record page allows Translations and other enrichments to be displayed. The component displays the translated information in the Users local language. For example: If an English case is created and the pre-configured Translation Rule is set up to translate into English and French, an English speaking user would see the following. The French speaking User would see the same information in French. ## *Email Translator* ### Add Email Translator Component To add the cxconnect.ai Email Translator to your Case Lightning Record Page here are the steps to take: 1. Open the Record Page of the Case object to use this email component and click on Edit Page on the top setting widget 2. Select the custom Email Translator component and drop it in a convenient location. 3. The component has page options that adjust how the component looks to users. * Enable Email Translation: enables or disables the "Translate Email" button and language dropdown * Enable All Historic Translation Button: enables or disables this button, which will translate all previous untranslated emails in an email chain * Enable Single Historic Translation Button: enables or disables this button, which allows a user to translate a single untranslated email into their language * Collapse Email List: Sets the ability to collapse and display only a subset of emails * Number of Emails to Show: Sets the number of emails that are shown by default before collapsing emails * Number of Emails to Show More Each Time: Set the number of additional emails that are revealed when the "Show More" is clicked 3. Click save and activate the page ### Required: Activate the Inbound Translation Flow To assure your inbound emails are translated correctly a custom flow installs with the package that will translate emails as the flow in. Navigate to Setup -> Flows Find and click the **Email - Translation** Flow to view and activate. Within the Flow Builder screen **Activate** and **Save** ### Required: Activate Email Settings It’s required to Enable Email Drafts if not already enabled contained in *Setup -> Support Settings*. This allows cxconnect.ai to integrate fully with outbound email messages. ### ### Recommended: Enable “New Content Only” It is recommended to set the following Email-To-Case setting so that the cxconnect.ai services don’t try to re-translate the entire email chain: # Chat Application Source: https://docs.cxconnect.ai/get-started/products/salesforce/installation/chat The installation guide for the cxconnect.ai chat app for Salesforce # Chat Installation and Setup ## *Deprecation Notice* Salesforce has [officially deprecated](https://help.salesforce.com/s/articleView?language=en_US\&id=001790618\&type=1) LiveAgentChat and is no longer adding to/updating this feature. They recommend using the new [Enhanced Messaging](#enhanced-messaging-installation-and-setup) features. ## *Latest Release* The [cxconnect.ai Chat App](../../../../changelog/salesforce/releases/chat-app) ## *Omni-Chat* 1. Make sure you have already set up regular live chat in Salesforce. Then, follow the standard [help](https://help.salesforce.com/s/articleView?language=en_US\&type=5\&id=sf.live_agent_intro_lightning.htm) for setting up agent chat in the Lightning Experience. 2. Add **Translation: Chat Router** to the Utility Bar of the Service Console. 1. From Setup in Salesforce enter **App Manager** in the Quick Find Box 2. Click App Manager 3. In the App Manager, scroll down to the Service Console you want to add translated live chat to and click the arrow on the right side of the page and choose edit. This will open the App Builder 4. Select **Utility Items (Desktop Only)** 5. Click Add Utility Item button 6. In the App Builder, choose the **Utility Items** tab 7. Click the **Add Utility Item** button 8. In the menu that opens, click on the “Translation: Chat Router” 9. Check the “**Start automatically**” checkbox 10. Save 3. Add **Translation: Chat Client** to the Live Chat Transcript Lightning Page. 1. Open a chat transcript page in the Service Console. 2. Click on the gear icon in the top right corner of the screen and select Edit Page. 4. From the App builder, drag and drop “Translation : Chat Client” to the new default custom tab created. 5. Follow steps 3 and 4 again to add another tab “**Translation History**”. 1. Navigate to the “Live Chat Transcript” object. 2. Update page layout to add “Translation History” in the “Related List” section. 3. This tab will enable the user to view the history of translation for each chat once the chat is ended. 4. In the side panel of the “Live Chat Transcript” lightning page, select “Related List - Single” and then select Translation History as a related object. 6. Save and activate the page Live chat translation should be up and running now! Use cxconnect.ai Translation to send and receive messages with the customer. The customer language is identified as soon as the first message is received by omni-chat from the support portal. ## *Language Override* The cxconnect.ai App supports a language override capability when language detection fails. This feature empowers system administrators to configure whether agents can override the automatically detected language. By enabling this feature, a picklist containing a list of enabled languages will be displayed, enabling agents to effortlessly switch between languages. **Note:** The translation engine will automatically detect the language of the visitor's message based on the latest message from the visitor in the chat transcript. **Steps:** 1. Navigate to the Live Chat Transcript Lightning Page. 2. Drop the "Translation: Chat Client" component onto the flexi page. 3. In the settings area of the flexi page, locate the checkbox in the top right corner. 3. Check the checkbox to enable the language override feature. 4. Uncheck the checkbox to disable the language override feature. 5. Save and activate the page 6. ***Show original*** and ***Show translation*** hyperlinks are enabled for agents if there was a conversation with translation enabled. 1. When clicked, the content of the message is displayed in either the translation or original message 7. Quick text can also be translated. 8. File sharing and agent transfer is not currently supported from the **cxconnect.ai Translation** window. Use a standard translation window to perform this action. # Knowledge Application Source: https://docs.cxconnect.ai/get-started/products/salesforce/installation/knowledge The installation guide for the cxconnect.ai knowledge app for Salesforce # Knowledge App Installation and Setup ## *Latest Release* The [cxconnect.ai Knowledge App](../../../../changelog/salesforce/releases/knowledge-app) ## *Knowledge Article Translation* Knowledge article translation enables users to translate knowledge articles using the “Translation: Knowledge Article” widget. Make sure multilingual articles are enabled in Knowledge article settings along with each desired language. Use cases making this feature valuable include the ad hoc need to localize knowledge articles, for example when agents repeatedly rewrite the same information because a knowledge article may not exist yet. They may not only create, but also localize the knowledge article for an improved customer experience. To add Knowledge Article Translation follow the below steps. 1. Open a Knowledge record page in Lightning. 2. Click on the gear icon in the top right corner of the screen and select Edit Page. 3. From the App builder, drag and drop the “Translation : Knowledge Article” component to the flexi page layout. 4. Save. 5. Once the widget is added, users can select the target language which is already enabled in the multilingual knowledge article setting and click “Translate”. ### Known Restrictions * While cxconnect.ai supports many more language, in terms of Salesforce Knowledge, the following are the only supported languages for Knowledge: [Click here for list](https://help.salesforce.com/s/articleView?id=sf.faq_getstart_what_languages_does.htm\&type=5) ## *Permission Sets* The cxconnect.ai Knowledge package comes with two additional permission sets * CxconnectKnowledgeAdminPermissions * CxconnectKnowledgeUserPermissions Unless there is a need for more granular permission management it is recommended to simply add these permission sets to the provided **CxconnectAdminGroup** and **CxconnectUserGroup** permission set groups. From a selected permission set group (in this case *cxconnect\_user\_group*), select **Permission Sets in Group**. Click “Add Permission Set” and select the “***cxconnect.ai Knowledge User Permissions***”. ## *Knowledge Article Custom Field Translation* To enable the new feature in Knowledge Translation for custom fields and create a Field Set for the API name "**CXC\_Custom\_Field\_Translation**" on the "knowledge\_\_kav" object, you can follow these steps: ### Step 1: Go to Setup * Login to Salesforce and navigate to the Setup page. ### Step 2: Select Object Manager * In the Setup menu, search for "Object Manager" in the quick find box, and then select "Object Manager" from the options. ### Step 3: Find and Select the "knowledge\_\_kav" Object * In the Object Manager, locate and select the "knowledge\_\_kav" object from the list of objects. This is the object associated with Salesforce Knowledge articles. ### Step 4: Create a Field Set * Within the "knowledge\_\_kav" object, you'll see various tabs and options. Look for "Field Sets" and select it. ### Step 5: Create a New Field Set * Click on the "New" button to create a new Field Set. ### Step 6: Name the Field Set * Provide a name for the Field Set “CXC Custom Field Translation" so enter that name (API name: CXC\_Custom\_Field\_Translation). ### Step 7: Add Custom Fields for Translation * To add custom fields that you want to translate, you'll need to add them to this Field Set. Locate the "Fields" section within the Field Set, and use the "Add Field" or similar option to select and add the custom fields you want to include in the translation. ### Step 8: Save the Field Set * After adding all the necessary custom fields to the Field Set, save the Field Set configuration # Messaging Application Source: https://docs.cxconnect.ai/get-started/products/salesforce/installation/messaging The installation guide for the cxconnect.ai messaging app for Salesforce # Enhanced Messaging Installation and Setup ## *Latest Release* The [cxconnect.ai Messaging App](../../../../changelog/salesforce/releases/messaging-app) ## *Basic Setup* ### Step 1: Create your Channel * The cxconnect.ai app does not build a messaging channel for you, this is a task that must be completed by an Administrator. * The cxconnect.ai works with any standard or enhanced message channel (like [Facebook](https://help.salesforce.com/s/articleView?id=sf.livemessage_setup_facebook_messenger_channels.htm\&type=5)). ### Step 2: Add Translation Router Utility * Add **Translation: Message Router** to the Utility Bar of the Service Console. * From Setup in Salesforce enter **App Manager** in the Quick Find Box * Click App Manager * In the App Manager, scroll down to the Service Console you want to add translated live chat to and click the arrow on the right side of the page and choose edit. This will open the App Builder * Select **Utility Items (Desktop Only)** * Click Add Utility Item button * In the App Builder, choose the **Utility Items** tab * Click the **Add Utility Item** button * In the menu that opens, click on the “Translation: Message Router” * Check the “**Start automatically**” checkbox * Save ### Step 3: Add to Lightning Record Page * Add **Translation: Message Client** to the Message Session Lightning Page. * Open a Messaging Session or Enhanced Messaging Session page in the Service Console. * Click on the gear icon in the top right corner of the screen and select Edit Page. * Create a new custom tab, name it **cxconnect.ai** * Add the **Translation: Message Client** custom managed component to the page of the new tab. * On the right side panel you can select **Enable language override?** which allows agents to change the language mid-conversation (this is recommended). ### Step 4: Add Translation History * Add **Translation History** to the Message Session Lightning Page. * Create a new custom tab, name it **Translation History** * Add a “Related List - Single” component to the page of the new tab. * On the side panel set the parent record to “Messaging User” * Set the related list to “Messaging Translation History”. * Set the related list type to “Enhanced List”. * You can modify the **Messaging User** layout to display the information you’d like to see. See the sample below. * Select "Page Layout" and then "Related Lists", drag and drop "Messaging Translation History" to the Related Lists section. * Click the Wrench icon on the "Messaging Translation History" related list. Add the fields you want to display. * Save and activate the page. Messaging translation is up and running! Use the cxconnect.ai tab to send and receive messages with customers. The customer language is identified as soon as the first message is received through the omni-channel from the support portal. ## *Quality Enrichments* If your organization has Quality Enrichments enabled, this is now supported within Enhanced Messaging. Applying the CxconnectMessagingEnrichmentUser permission set allows an agent to utilize a wide variety of Quality Enrichments. ## *Messaging Insights (Beta)* If your organization has opted into the *Messaging Insights* beta program, this is now configurable in your Salesforce environment (starting with v3.7). Applying the `CxconnectMessagingInsightsUser` permission set allows agents to receive "Detractor notifications" during messaging sessions. # Salesforce Source: https://docs.cxconnect.ai/get-started/products/salesforce/salesforce-quickstart Get set up quickly with the cxconnect.ai app for Salesforce # Pre-Install Information The **‘cxconnect.ai App’** is a collection of applications that extend the functionality of a common **‘Base App’**. The following list encompasses the full suite of applications: 1. [cxconnect.ai Base App](./installation/base) 2. [cxconnect.ai Messaging App](./installation/messaging) 3. [cxconnect.ai Knowledge App](./installation/knowledge) 4. [cxconnect.ai LiveChat App](./installation/chat) Each application is individually versioned to allow for quick updates and isolated testing. The **Base App** is the only required application. ## Provisioning in the Admin Portal To facilitate communication between your Salesforce environment and cxconnect.ai servers, a Personal Access Token (PAT) must be generated within your provisioned Admin Portal. Your Customer Success team will provide you with training on how to generate your own API key (PAT). # Best Practices ### Configure Email-To-Case Settings It is recommended to set the following Email-To-Case setting. This prevents cxconnect.ai services from attempting to re-translate an entire email chain on each reply. Recommended Email-To-Case setting *Figure 1: Enable "Reply with new content only".* # Troubleshooting Source: https://docs.cxconnect.ai/get-started/products/salesforce/salesforce-troubleshooting Troubleshooting the cxconnect.ai app for Salesforce ## Common Issues and Solutions ### Issue: Unable to Install Application You may see an error message during the installation process that prevents the package from installing successfully. Installation failure message *Figure 2: Package installation failure due to field encryption.* **Solution:** * This error typically occurs if your environment has `Shield Platform Encryption` enabled on standard fields that the package is trying to access. Disabling this feature for the conflicting fields during installation will resolve the issue. ### Issue: Unable to Manage Translation Rules When trying to view or edit translation rules, the component may fail to load or show an error. Error managing translation rules *Figure 3: Error message in the Translation Rules component.* **Solutions:** * Verify that your [Custom Metadata Types](#step-3-configure-translation-setting-authentication-key-and-api-endpoint) are configured correctly. * Ensure your [Remote Site Settings](#step-4-setup-remote-site-settings) are set correctly to allow the required cxconnect.ai endpoints. ### Issue: Large Unexpected Translation Volume The volume of translations is much higher than expected. **Solutions:** * Assure your Translation Rules are set up and [configured correctly](installation/base#step-7-configure-translation-rules), we recommend having a minimal subset (1 or 2) of Target Languages selected by default. ### Issue: Language Dropdown is Empty After a Sandbox Refresh After refreshing a sandbox, the language selection dropdown may appear empty. **Solutions:** * This is often caused by incorrect configuration data. First, check that your [Custom Metadata Types](#step-3-configure-translation-setting-authentication-key-and-api-endpoint) are set up correctly. * Next, ensure your [Remote Site Settings](#step-4-setup-remote-site-settings) are still correct and active. ### Issue: Messaging Component Does Not Display Translated Conversation The translation component for the Messaging channel will only have access to conversations *after* the native Salesforce conversation component has been loaded. **Solutions:** * **Option 1:** Configure the agent's workspace so the native **Conversation** tab is the default tab to open, not the cxconnect.ai tab. * **Option 2:** Add the native **Conversation** component to the same page layout as the cxconnect.ai component. This ensures it loads in the background. ### Issue: Error Occurs When "Translate Email" Button is Pressed Pressing the "Translate Email" button results in an error message. Email translation error *Figure 4: Error when translating an email without a draft.* **Solution:** * The *Email Translator* component relies on two things: 1. Draft emails must be enabled in your org, and 2. A draft must exist for the current email. * Salesforce does not create a draft when email content is generated by a **macro**. To resolve this, simply make a small modification to the email body (e.g., add and remove a space). This will trigger Salesforce to save a draft, and the translation button will then work. Email draft in a "Saved" state *Figure 5: The email composer showing the "Saved" draft status.* ### Issue: Translated Emails Contain Question Marks (`????`) Emails translated and sent from Salesforce appear with `????` characters in the recipient's email client. **Solutions:** * **Check Agent Email Settings:** The agent's user email encoding may not be set to `UTF-8`. See this [Salesforce article for the resolution](https://help.salesforce.com/s/articleView?id=release-notes.rn_sales_productivity_email_UTF8.htm\&language=en_US\&type=5\&release=228). * **Check Email Template Encoding:** The email template itself may not be set to `UTF-8`. You can update this using the Developer Console. ```apex theme={null} // Find the specific template and update its encoding EmailTemplate templateToFix = [SELECT Id, Encoding FROM EmailTemplate WHERE Id = 'YOUR_TEMPLATE_ID']; if (templateToFix != null) { templateToFix.Encoding = 'UTF-8'; update templateToFix; } ``` ### Issue: URLs from Customers are Not Visible in the Messaging App An agent cannot see a URL that a customer sent via a messaging channel. **Solution:** * This is a known Salesforce behavior. Salesforce automatically converts messages containing URLs into [Enhanced Links](https://help.salesforce.com/s/articleView?id=service.messaging_components_enhanced_link.htm\&type=5). The cxconnect.ai *Messaging App* does not currently support this proprietary format. ## Updating Custom Metadata Layouts After an Upgrade Salesforce managed packages cannot automatically update page layouts after they are installed. This means when cxconnect.ai adds new fields in an upgrade, they will not appear on your existing layouts automatically. You must add them manually. The following steps show how to update the **Translation Setting** layout. 1. From Setup, navigate to **Custom Metadata Types** and select **Translation Setting**. 2. In the "Page Layouts" section, click **Edit** next to the layout you wish to modify. Edit Layout for Custom Metadata Type *Figure 6: Selecting "Edit Layout" for the custom metadata type.* 3. In the layout editor, you can drag any new fields from the top panel down into the page layout. Place them in a relevant section like *API Configuration Details* or *System Information*. Layout editor for adding new fields *Figure 7: Dragging new fields onto the page layout.* 4. Click **Save**. The new fields will now be visible and editable on the record page. ## Error Codes cxconnect.ai provides specific error codes to help you quickly diagnose and resolve problems. Example of a cxconnect.ai error code in the UI *Figure 8: An example error message displaying the code cxc-A403.* * **cxc-A403**: The API key is invalid or has expired. The application cannot communicate with the cxconnect.ai backend services. Generate a new Personal Access Token (PAT) and update it in your **Translation Setting** custom metadata record. # Base App v3+ Source: https://docs.cxconnect.ai/get-started/products/salesforce/user-guide/base The user guide for the cxconnect.ai base app for Salesforce Discusses the features and functionality of cxconnect.ai’s Salesforce app in regard to the Base Application and its Components. [Interpreter](#interpreter) [Enriched Record](#enriched-record) [Translation Population](#translation-population) [Email](#email) # Interpreter * The Interpreter component is available for all record pages and offers the user the ability to translate text into any configured language.\\ * Typical users utilize the Interpreter for quickly translating blocks of text on an as-needed basis. * The Interpreter will attempt to pull source languages from the record page if it's available and auto-populate the language by default. * The interpreter has a number of options which allow for faster user experience. * Auto-copy (control+shift+C) button in rich-text layout, defaults to ON. This automatically copies translated text into a users clipboard. * Toggle between translation and original (control+shift+O) * Clear text (control+shift+X) * Translate hotkey (control+shift+T) * If enabled a modal with options to Copy the previewed text will pop-up with each translation. # # Enriched Record * The Enriched Record component offers a display of translated fields based on the Translation Rules set up by an administrator. * When a user loads a record page where the Enriched Record component has been set up, they will see translations in their language, if they exist. * Admin users will be able to view and select from all existing translations, general users will not see a dropdown. * If the custom metadata “Automatically Translate Enrichments” is disabled and no translations exist, an agent will be prompted to Translate. * When translations are updated, if the parent record does not have a populated **Source Language Field** an attempt will be made to update to the detected language.\\ ## *Translation Population* * There are two different ways Enriched Record translations can be populated. * The main way is toggled on during the set up process. This is the “Automatically Translate Enrichments” and it will translate into a user’s configured Salesforce account language. * Flows are used as the secondary way to pre-translate when a case is created. * If a user creates a case and an admin has opted to use Flows, there will be a delay in displaying the translations until the Flow has run. # # Email * The Email Translator component hooks into the native EmailMessage objects sent and received typically found within the Case chatter feed. * The component displays, in descending order, the translated emails received and sent. * The component attempts to look at the email’s parent (Case) Source Language to translate outbound emails. If it is unable to find a Source Language then an agent has the ability to select a language from the provided language dropdown. * If set by your administrator the email component displays a small list of previous emails with an option to "Show More" available. * If set by your administrator agents have the ability to translate all previous and/or individual emails with the click of a button. * **⚠️NOTE:⚠️** The historic translation (both buttons) will use the language from the dropdown if it is available! If this dropdown is not available the component will use the current Salesforce users defined language. * Using the native email composer, an agent can respond in their response (this agent is using English). * Once a response has been drafted and a language is selected, clicking the “Translate Email” button will translate the response and (optionally) display a preview of the translated text. ### Translation Approval * If your admins decided to allow automatic approvals the above modal will not display * If the agent is happy with the response, clicking “Approve” will update the email composer with the translated response. Clicking Cancel, or the “X” button, will simply close the preview without changing the composer. * If approved, the agent will be shown a success message. ### Translation Success * Once translations have been applied to the email draft, the agent will see the translated text and can “Send” when ready. # Knowledge App v3+ Source: https://docs.cxconnect.ai/get-started/products/salesforce/user-guide/knowledge The user guide for the cxconnect.ai knowledge app for Salesforce Discusses the features and functionality of cxconnect.ai’s Salesforce app in regard to the Knowledge Application and its Components. # Functionality * The cxconnect.ai Knowledge application for Salesforce allows for the automatic creation of translated Knowledge Articles.\\ * The application is able to translate any existing Knowledge Article into any pre-configured (enabled in Salesforce) language. * Master articles are the only records that are able to be translated.\\ * All Translated articles are automatically put into a Draft status and will follow whatever approval processes exist in an organization.\\ * Duplicate translations are not allowed by both the cxconnect.ai application and Salesforce, to regenerate a translated document the existing translation must first be deleted.\\ # Messaging App v3+ Source: https://docs.cxconnect.ai/get-started/products/salesforce/user-guide/messaging The user guide for the cxconnect.ai messaging app for Salesforce Discusses the features and functionality of cxconnect.ai's Salesforce app in regard to the Messaging Application and its Components. ## Table of Contents * [Functionality](#functionality) * [Language Detection](#language-detection) * [Quick Text](#quick-text) * [End Chat](#end-chat) * [Translation History](#translation-history) * [AI Enrichments](#ai-enrichments) * [Currently Unsupported Features](#currently-unsupported-features) ## 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. ## 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. ## 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. ## 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. ## 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. ## AI Enrichments * The Messaging application comes with optional AI Enrichment options that allow organizations and agents to enhance communication with customers. ### 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. ## 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 # Studio Source: https://docs.cxconnect.ai/get-started/products/studio-quickstart Get set up quickly with cxconnect.ai's flagship product # Studio Quickstart Studio is a web application for composing, refining, and translating content using our language tools. It offers a focused workspace for hands-on translation, quality enrichment, and the management of Custom Phrases. To access Studio, go to:\ [**https://studio.cxconnect.ai**](https://studio.cxconnect.ai) To learn more about using Studio, see: * [Workbench](https://docs.cxconnect.ai/get-started/training/workbench) If you have questions or need additional help, please contact us at [**help@cxconnect.ai**](mailto:help@cxconnect.ai) # Genesys Cloud Connector Source: https://docs.cxconnect.ai/get-started/products/sync/connectors/genesys Sync users, conversations, and recordings from Genesys Cloud to cxconnect.ai ## Overview The **Genesys Cloud Connector** automatically syncs your customer interaction data from Genesys Cloud to cxconnect.ai, including user information, conversation details, and call recordings. ## What Data is Synced The connector will sync the following information from your Genesys Cloud account: * **Users**: All users in your Genesys Cloud organization * **Conversations**: Customer interaction details including participants and conversation metadata (last 30 days by default) * **Call Recordings**: Audio recordings and transcripts associated with conversations ## Prerequisites Before you begin, make sure you have: 1. Administrator access to your Genesys Cloud account 2. Your Genesys Cloud environment domain (e.g., `mypurecloud.com`, `mypurecloud.de`, or `mypurecloud.com.au`) ## Required Information You'll need to provide the following when setting up the connector: | Field | What is it? | Where to find it | | ------------- | ------------------------------------ | ----------------------------------------------- | | Environment | Your Genesys Cloud region | Part of your Genesys Cloud URL | | Client ID | Unique identifier for the connection | Generated in Step 1 below | | Client Secret | Secure password for the connection | Generated in Step 1 below (save it immediately) | ## Setup Instructions ### Step 1: Create OAuth Client in Genesys Cloud 1. Log in to your Genesys Cloud organization as an administrator 2. Navigate to **Admin** > **Integrations** > **OAuth** 3. Click **Add Client** 4. Configure the OAuth client: * **App Name**: `cxconnect.ai Sync` * **Grant Type**: Select **Client Credentials** * **Roles**: Assign appropriate roles (see Required Permissions below) 5. Click **Save** 6. Copy the **Client ID** and **Client Secret** (the secret is only shown once) ### Step 2: Assign Permissions When configuring your OAuth client, assign the following roles to ensure the connector can access your data: * Read user information * Access conversation analytics * View detailed conversation data * Access call recordings ### Step 3: Connect in cxconnect.ai Admin Portal 1. Log in to the cxconnect.ai Admin Portal 2. Go to **Sync Connectors** > **Add Connector** 3. Select **Genesys Cloud** 4. Enter the information you saved from [Step 1](#step-1:-create-oauth-client-in-genesys-cloud): * **Environment**: Your Genesys Cloud domain * **Client ID**: Copy from Genesys Cloud * **Client Secret**: Copy from Genesys Cloud 5. Click **Test Connection** to make sure everything is set up correctly 6. Click **Save & Activate** to start syncing ### Step 4: Monitor Your Sync Once activated, the connector will automatically sync your data: * Initial sync may take some time depending on data volume * Monitor progress in the Admin Portal dashboard * Check sync logs for any issues ## Troubleshooting ### Connection Issues **Problem**: Unable to connect or authenticate **What to check**: * Double-check that your Client ID and Client Secret are copied correctly * Make sure the OAuth client is still active in Genesys Cloud * Verify you've assigned all required permissions * Confirm your environment domain matches your Genesys Cloud region ### Missing Data **Problem**: Some conversations or recordings aren't showing up **What to check**: * Verify call recording is enabled in your Genesys Cloud settings * Check that recordings haven't been deleted due to retention policies * Ensure the connector has permission to access recordings * Contact support if data consistently appears to be missing ### Sync Taking Too Long **Problem**: Initial sync is taking longer than expected **What to check**: * Large data volumes may take time to sync initially * Check Genesys Cloud's system status page for any service disruptions * Contact support if sync has been running for over 24 hours ## Need Help? If you're still experiencing issues: * **Email Support**: [help@cxconnect.ai](mailto:help@cxconnect.ai) * **Genesys Documentation**: [Genesys Cloud Help Center](https://help.mypurecloud.com) # Google CCAI Connector Source: https://docs.cxconnect.ai/get-started/products/sync/connectors/google-ccai Sync agents, conversations, and transcripts from Google Contact Center AI Platform (CCAI Platform) to cxconnect.ai ## Overview The **Google CCAI Connector** automatically syncs your customer interaction data from Google CCAI Platform to cxconnect.ai, including agents, conversation metadata, and full transcript contents. Because CCAI Platform does not retain transcripts itself, transcript text is delivered through a Cloud Storage bucket that CCAI Platform exports to and cxconnect.ai reads from. ## What Data is Synced The connector will sync the following information from your CCAI Platform instance: * **Agents**: Agents in your instance (name, email, agent number, teams, channels) * **Teams**: Team structure used to organize agents * **Conversations**: Session metadata (participants, menu path, rating, timestamps) * **Transcripts**: Full message-level conversation contents (end-user, agent, virtual agent, and system messages) ## Prerequisites Before you begin, make sure you have: 1. A live CCAI Platform instance with the **Contact Center AI Platform API** enabled 2. **Admin** access to the CCAI Platform portal 3. At least one active **communication channel** producing conversations 4. A **Google Cloud Storage bucket** for transcript export (and permission to create a service account) ## Required Information You'll need to provide the following when setting up the connector: | Field | What is it? | Where to find it | | ------------- | ------------------------------------------ | ---------------------------------------------------------------------- | | Subdomain | Your instance subdomain (API username) | Portal URL, e.g. `customer` in `https://customer.uc1.ccaiplatform.com` | | Domain | Remainder of your instance URL | Portal URL, e.g. `uc1.ccaiplatform.com` | | API Token | Manager API token (API password) | Generated in Step 1 below (save it immediately) | | Bucket Name | Cloud Storage bucket receiving transcripts | Created/chosen in Step 2 below | | Folder Prefix | Optional path within the bucket | Set in Step 2 (optional) | ## Setup Instructions ### Step 1: Create Manager API credentials 1. Sign in to the CCAI Platform portal as an administrator 2. Go to **Settings** > **Developer Settings** > **API Credentials** 3. Click **+ Add API Credential**, enter a name (for example, `cxconnect.ai Sync`), and click **Create** 4. Copy the **token** immediately (it is shown only once) 5. Note your **subdomain** and **domain** from the portal URL ### Step 2: Enable chat transcript export to Cloud Storage 1. Create (or choose) a **Cloud Storage bucket** for transcripts 2. Create a **service account** with the `Storage Object Admin` role on that bucket, and download its **JSON key** 3. In the portal, go to **Settings** > **Developer Settings** > **External Storage** and toggle it **On** 4. Under **Server Setup**, select **Google Cloud** > **Service Account (Bucket Owner)**, enter the **Bucket Name**, and upload the **JSON key** (optionally set a folder path) 5. Enable the **Chat transcripts** object type (optionally also **Session metadata** and **Session summaries**) 6. Click **Save** ### Step 3: Grant cxconnect.ai read access to the bucket Choose one: * **Recommended**: Grant the cxconnect.ai ingestion service account the `roles/storage.objectViewer` role on the bucket, or * Share the export service account JSON key from Step 2 with cxconnect.ai ### Step 4: Connect in cxconnect.ai Admin Portal 1. Log in to the cxconnect.ai Admin Portal 2. Go to **Sync Connectors** > **Add Connector** 3. Select **CCAI Platform** 4. Enter the information you saved above: * **Subdomain**, **Domain**, and **API Token** (from Step 1) * **Bucket Name** and optional **Folder Prefix** (from Step 2) 5. Click **Test Connection** to make sure everything is set up correctly 6. Click **Save & Activate** to start syncing ### Step 5: Monitor Your Sync Once activated, the connector will automatically sync your data: * Agents, teams, and conversation metadata sync on a recurring schedule * Transcript files are ingested as CCAI Platform writes them to the bucket at the end of each conversation * Monitor progress and sync logs in the Admin Portal dashboard ## Troubleshooting ### Connection Issues **Problem**: Unable to connect or authenticate **What to check**: * Confirm the **subdomain** is used as the username and the **API token** as the password * Verify the **domain** matches your instance URL exactly * Make sure the API credential is still active in **Developer Settings** > **API Credentials** ### Missing Transcripts **Problem**: Conversations appear but transcript contents are missing **What to check**: * Transcripts are only exported for conversations that occur **after** External Storage was enabled — there is no historical backfill of transcript text * Confirm the **Transcripts** object type is enabled in External Storage * Verify cxconnect.ai has read access to the bucket (and the correct folder prefix) ### Sync Taking Too Long **Problem**: Initial sync is taking longer than expected **What to check**: * Large agent/conversation volumes may take time on the first sync * The Manager API is limited to 10 requests/second per customer, which paces backfill * Contact support if sync has been running for over 24 hours ## Need Help? If you're still experiencing issues: * **Email Support**: [help@cxconnect.ai](mailto:help@cxconnect.ai) * **CCAI Platform Documentation**: [Google Cloud CCAI Platform](https://docs.cloud.google.com/contact-center/ccai-platform/docs/get-started) # Gorgias Connector Source: https://docs.cxconnect.ai/get-started/products/sync/connectors/gorgias Sync tickets and messages from Gorgias to cxconnect.ai ## Overview The **Gorgias Connector** automatically syncs your customer support tickets and messages from Gorgias to cxconnect.ai. ## What Data is Synced The connector will sync the following information from your Gorgias account: * **Tickets**: Customer support tickets including subject, description, status, priority, and customer details * **Messages**: All messages within each ticket, including both customer messages and agent replies ## Prerequisites Before you begin, make sure you have: 1. Administrator access to your Gorgias account 2. Your Gorgias subdomain (the first part of your Gorgias URL) ## Required Information You'll need to provide the following when setting up the connector: | Field | What is it? | Where to find it | | --------- | ------------------------------ | ------------------------------------------------------------------- | | Email | Your Gorgias account email | Your login email | | API Key | Secure access key | Generated in Step 1 below (save it immediately) | | Subdomain | Your unique Gorgias identifier | First part of your URL (e.g., `company` from `company.gorgias.com`) | ## Setup Instructions ### Step 1: Generate API Key in Gorgias 1. Log in to your Gorgias account as an administrator 2. Go to **Settings** > **REST API** 3. Click **Create API Key** 4. Give it a name: `cxconnect.ai Sync` 5. Make sure it has read access to tickets and messages 6. Click **Create** 7. **Important**: Copy the API Key immediately - you won't be able to see it again ### Step 2: Find Your Subdomain Look at your Gorgias URL to find your subdomain: * If your URL is `https://company.gorgias.com`, your subdomain is `company` * If your URL is `https://acme-support.gorgias.com`, your subdomain is `acme-support` ### Step 3: Connect in cxconnect.ai Admin Portal 1. Log in to the cxconnect.ai Admin Portal 2. Go to **Sync Connectors** > **Add Connector** 3. Select **Gorgias** 4. Enter your information: * **Email**: Your Gorgias account email * **API Key**: Copy from Step 1 * **Subdomain**: From Step 2 5. Click **Test Connection** to make sure everything is set up correctly 6. Click **Save & Activate** to start syncing ### Step 4: Monitor Your Sync Once activated, the connector will automatically sync your data: * Initial sync may take some time depending on ticket volume * Monitor progress in the Admin Portal dashboard * Check sync logs for any issues ## Troubleshooting ### Connection Issues **Problem**: Unable to connect or authenticate **What to check**: * Verify your email and API key are entered correctly * Make sure the API key hasn't been deleted or revoked in Gorgias * Check that your subdomain is spelled correctly (just the subdomain part, not the full URL) * Ensure your Gorgias account is active ### Missing Messages **Problem**: Tickets sync but some messages are missing **What to check**: * Verify the API key has read permissions for messages * Check that the messages exist in Gorgias * Contact support if data consistently appears to be missing ### Wrong Subdomain **Problem**: Connection fails with "not found" error **What to check**: * Make sure you're using only the subdomain (e.g., `company`, not `company.gorgias.com`) * Double-check spelling of your subdomain * Verify you're using the correct Gorgias account ## Need Help? If you're still experiencing issues: * **Email Support**: [help@cxconnect.ai](mailto:help@cxconnect.ai) * **Gorgias Documentation**: [Gorgias Help Center](https://docs.gorgias.com) # Intercom Connector Source: https://docs.cxconnect.ai/get-started/products/sync/connectors/intercom Sync conversations and messages from Intercom to cxconnect.ai ## Overview The **Intercom Connector** automatically syncs your customer conversations and message threads from Intercom to cxconnect.ai. ## What Data is Synced The connector will sync the following information from your Intercom account: * **Conversations**: Customer conversation details including participants, status, and metadata * **Messages**: All individual messages and replies within each conversation ## Prerequisites Before you begin, make sure you have: 1. Administrator access to your Intercom workspace 2. Ability to create or access apps in Intercom Developer Hub ## Required Information You'll need to provide the following when setting up the connector: | Field | What is it? | Where to find it | | ------------ | ------------------------- | ----------------------------------------------- | | Access Token | Secure key for API access | Generated in Step 1 below (save it immediately) | ## Setup Instructions ### Step 1: Create Access Token in Intercom 1. Log in to your Intercom workspace as an administrator 2. Go to **Settings** > **Developers** > **Developer Hub** 3. Either click **New app** or select an existing app 4. Navigate to the **Authentication** section 5. Click **Generate access token** 6. Give it a name: `cxconnect.ai Sync` 7. Make sure it has read access to conversations 8. **Important**: Copy the Access Token immediately - you won't be able to see it again ### Step 2: Verify Permissions Make sure your access token has these permissions: * Read conversations * Read conversation parts (messages) ### Step 3: Connect in cxconnect.ai Admin Portal 1. Log in to the cxconnect.ai Admin Portal 2. Go to **Sync Connectors** > **Add Connector** 3. Select **Intercom** 4. Enter your Access Token from Step 1 5. Click **Test Connection** to make sure everything is set up correctly 6. Click **Save & Activate** to start syncing ### Step 4: Monitor Your Sync Once activated, the connector will automatically sync your data: * Initial sync may take some time depending on conversation volume * Monitor progress in the Admin Portal dashboard * Check sync logs for any issues ## Troubleshooting ### Connection Issues **Problem**: Unable to connect or authenticate **What to check**: * Verify the access token is copied correctly (including all characters) * Make sure the token hasn't been revoked in Intercom * Check that the app associated with the token is still active * Ensure the token has read permissions for conversations ### Missing Messages **Problem**: Conversations sync but messages are incomplete **What to check**: * Verify the access token has read permissions for conversation parts * Check that conversations have actual messages in Intercom * Contact support if data consistently appears to be missing ### Token Expired **Problem**: Connection works initially but then fails **What to check**: * Check if the access token has been revoked in Intercom * Verify the app is still active in Developer Hub * Generate a new token if the old one was revoked ## Need Help? If you're still experiencing issues: * **Email Support**: [help@cxconnect.ai](mailto:help@cxconnect.ai) * **Intercom Documentation**: [Intercom Developer Hub](https://developers.intercom.com) # Salesforce Connector Source: https://docs.cxconnect.ai/get-started/products/sync/connectors/salesforce Sync cases and conversation data from Salesforce Service Cloud to cxconnect.ai ## Overview The **Salesforce Connector** automatically syncs your service cases and conversation data from Salesforce Service Cloud to cxconnect.ai. ## What Data is Synced The connector will sync the following information from your Salesforce account: * **Cases**: Service cases including subject, description, status, and priority * **Conversations**: Messaging conversation details from Salesforce Messaging * **Messages**: Individual messages within each conversation ## Prerequisites Before you begin, make sure you have: 1. Administrator access to your Salesforce account This connector requires some technical setup in Salesforce. If you need assistance, please reach out to our support team. ## Required Information You'll need to provide the following when setting up the connector: | Field | What is it? | Where to find it | | ----------- | --------------------------------------- | ------------------------------------------------- | | Username | Salesforce integration user email | Your integration user's email | | Client ID | Unique identifier from Connected App | Generated in Step 1 below | | Certificate | Security certificate file | Provided by cxconnect.ai in Step 2 below | | Is Sandbox | Whether you're using a test environment | Select "true" for sandbox, "false" for production | ## Setup Instructions ### Step 1: Create Connected App in Salesforce First, you'll create a Connected App in Salesforce to generate the Client ID. We'll use this Client ID to generate your certificate. #### 1. Log in to Salesforce as an administrator #### 2. Go to **Setup** > **External Client App Manager** #### 3. Click **New External Client App** #### 4. Fill in the details under Basic Information: * **App Name**: `cxconnectai Sync` * **Contact Email**: Your email address * **Distribution State**: Local #### 5. Under **API (Enable OAuth Settings)**: * Check **Enable OAuth** * **Callback URL**: * For Production Enter: `https://api.cxconnect.ai/cortex` * For Sandbox Enter: `https://test.api.cxconnect.ai/cortex` * Select these OAuth scopes: * Full access (full) * Perform requests at any time (refresh\_token, offline\_access) * Access the Salesforce API Platform (sfap\_api) * Access Interaction API resources (interaction\_api) #### 6. Under **Flow Enablement**: * Select the following: #### 7. Under **Security**: * Assure the following are selected: #### 8. Click **Create** #### 9. Back under Settings > OAuth Settings: * Click **Consumer Key and Secret** * Copy **Consumer Key** Keep your Client Key handy - you'll need to provide it to cxconnect.ai in the next steps. ### Step 2: Set Up or Create Integration User Make sure your integration user has these permissions through profile or permission set: * API Enabled * View All Data (or specific read access to Cases, Conversations, Email Messages) * Access to Bulk API ### Step 3: Configure App Policies Return to External Client App created: 1. Click **Edit** under **Policies** 2. Under **OAuth Policies**: * Under **Permitted Users** select the option "Admin approved users are pre-authorized" * Confirm the selection 3. Under **App Policies** there should now be profile and permission set options for pre-authorized users. * Select a profile or permission set that has read access to the data being synced (Case, Email, Messaging, etc) 4. Under **OAuth Flows and External Client App Enhancements** * Check Enable Token Exchange Flow 5. Under **App Authorization**: * Under *IP Relaxation* select: Relax IP restrictions 6. Click **Save** ### Step 4: Obtain Certificate from cxconnect.ai Contact the cxconnect.ai support team with the following information. We will generate a certificate specifically for your Salesforce integration and send it to you. * **Email Support**: [help@cxconnect.ai](mailto:help@cxconnect.ai) * **What to include**: * Your **Client ID** (Consumer Key) from Step 1 * Your **Username** (integration user email) * Whether you're using a **Sandbox** environment (`true` for sandbox, `false` for production) Keep your certificate file secure and never share it publicly or commit it to version control. ### Step 5: Upload Certificate to Salesforce Once you receive the certificate file from cxconnect.ai: 1. Return to your External App. 2. Find your **cxconnectai Sync** Connected App 3. Under **Settings** select **Edit** 4. Scroll to **OAuth Settings** > **Flow Enablement** 5. Check the **Enable JWT Bearer Flow** 6. Click **Upload Files** 7. Select the certificate obtained from support in Step 4. 8. Click **Save** ### Step 6: Connect in cxconnect.ai Admin Portal The Sync Engine and Admin Portal are currently in development and not yet deployed. Steps 6 and 7 will be available once the feature is released. ### Step 7: Monitor Your Sync Once activated, the connector will automatically sync your data: * Initial sync may take some time depending on data volume * Monitor progress in the Admin Portal dashboard * Check sync logs for any issues ## Troubleshooting ### Connection Issues **Problem**: Unable to connect or authenticate **What to check**: * Verify the certificate file uploaded to Salesforce matches the one provided by cxconnect.ai * Make sure the username exactly matches your Salesforce user (case-sensitive) * Check that the user is pre-authorized in the Connected App * Confirm the "Is Sandbox" setting matches your Salesforce environment * Verify the Consumer Key (Client ID) is correct ### Permission Errors **Problem**: Connection works but can't access data **What to check**: * Ensure the integration user has "API Enabled" permission * Verify the user has read access to Cases and Conversations * Check that the Connected App is assigned to the user * Make sure the user has Bulk API access ### Missing Data **Problem**: Some cases or conversations aren't syncing **What to check**: * Verify Salesforce Messaging is enabled if syncing conversations * Check that the integration user has access to the records * Ensure records exist in the date range being synced * Contact support if data consistently appears to be missing ### Certificate Issues **Problem**: Authentication fails with certificate errors **What to check**: * Confirm you uploaded the certificate provided by cxconnect.ai to Salesforce * Make sure the certificate hasn't expired * Verify you used the correct Client ID when requesting the certificate * Contact cxconnect.ai support if certificate issues persist ## Need Help? This connector requires technical setup. If you need assistance: * **Email Support**: [help@cxconnect.ai](mailto:help@cxconnect.ai) (we can help walk you through the setup) * **Salesforce Documentation**: [Salesforce Developer Docs](https://developer.salesforce.com/docs) # Zendesk Connector Source: https://docs.cxconnect.ai/get-started/products/sync/connectors/zendesk Sync tickets, comments, and conversation logs from Zendesk Support to cxconnect.ai ## Overview The **Zendesk Connector** automatically syncs your support tickets, comments, and conversation history from Zendesk Support to cxconnect.ai. ## What Data is Synced The connector will sync the following information from your Zendesk account: * **Tickets**: Customer support tickets including subject, description, status, and customer information * **Comments**: All comments and internal notes on tickets * **Conversation Logs**: Complete event history of ticket interactions and changes ## Prerequisites Before you begin, make sure you have: 1. Administrator access to your Zendesk account 2. Your Zendesk subdomain (the first part of your Zendesk URL) ## Required Information You'll need to provide the following when setting up the connector: | Field | What is it? | Where to find it | | --------- | ------------------------------ | ------------------------------------------------------------------- | | Email | Your Zendesk account email | Your login email | | API Token | Secure access token | Generated in Step 1 below (save it immediately) | | Subdomain | Your unique Zendesk identifier | First part of your URL (e.g., `company` from `company.zendesk.com`) | ## Setup Instructions ### Step 1: Generate API Token in Zendesk 1. Log in to your Zendesk account as an administrator 2. Click the **Admin** icon (gear icon) in the sidebar 3. Go to **Apps and integrations** > **APIs** > **Zendesk API** 4. Click the **Settings** tab 5. Make sure **Token Access** is enabled 6. Click **Add API token** 7. Give it a description: `cxconnect.ai Sync` 8. Click **Save** 9. **Important**: Copy the API Token immediately - you won't be able to see it again ### Step 2: Find Your Subdomain Look at your Zendesk URL to find your subdomain: * If your URL is `https://company.zendesk.com`, your subdomain is `company` * If your URL is `https://acme-support.zendesk.com`, your subdomain is `acme-support` ### Step 3: Connect in cxconnect.ai Admin Portal 1. Log in to the cxconnect.ai Admin Portal 2. Go to **Sync Connectors** > **Add Connector** 3. Select **Zendesk** 4. Enter your information: * **Email**: Your Zendesk account email * **API Token**: Copy from Step 1 * **Subdomain**: From Step 2 5. Click **Test Connection** to make sure everything is set up correctly 6. Click **Save & Activate** to start syncing ### Step 4: Monitor Your Sync Once activated, the connector will automatically sync your data: * Initial sync may take some time depending on ticket volume * Monitor progress in the Admin Portal dashboard * Check sync logs for any issues ## Troubleshooting ### Connection Issues **Problem**: Unable to connect or authenticate **What to check**: * Verify your email and API token are entered correctly * Make sure Token Access is enabled in Zendesk API settings * Check that the API token hasn't been deleted or revoked * Confirm your Zendesk account is active * Verify the subdomain is spelled correctly ### Wrong Subdomain **Problem**: Connection fails with "not found" error **What to check**: * Make sure you're using only the subdomain (e.g., `company`, not `company.zendesk.com`) * Double-check spelling of your subdomain * Verify you're using the correct Zendesk account * Check if your account uses a different domain extension (e.g., `.zendesk.co.uk`) ### Missing Comments **Problem**: Tickets sync but comments are missing **What to check**: * Verify the API token has read permissions for comments * Check that the tickets have comments in Zendesk * Ensure internal notes are included if you want them synced * Contact support if data consistently appears to be missing ### Incomplete Data **Problem**: Some tickets or conversation logs aren't syncing **What to check**: * Verify the API token has full read permissions * Check Zendesk for any archived tickets if needed * Make sure custom fields are accessible * Contact support if specific data types are missing ## Need Help? If you're still experiencing issues: * **Email Support**: [help@cxconnect.ai](mailto:help@cxconnect.ai) * **Zendesk Documentation**: [Zendesk Developer Portal](https://developer.zendesk.com) # Sync Engine Source: https://docs.cxconnect.ai/get-started/products/sync/sync-quickstart Seamlessly synchronize data between your CRM and cxconnect.ai services ## Overview The **cxconnect.ai Sync Engine** enables automated, bidirectional data synchronization between your customer relationship management (CRM) system and our backend services. This ensures your customer interaction dataincluding conversations, tickets, cases, and messagesis always up-to-date and accessible for AI-powered insights and analytics. ## Key Features * **Automated Data Synchronization**: Continuously sync customer interactions from your CRM to cxconnect.ai * **Multi-Platform Support**: Pre-built connectors for major CRM and customer service platforms * **Real-Time Updates**: Incremental syncing ensures only new or modified data is transferred * **Scalable Architecture**: Handles high-volume data transfers with built-in rate limiting and retry logic * **Secure Authentication**: Industry-standard OAuth 2.0, API tokens, and JWT bearer flows ## Supported Connectors The Sync Engine supports the following CRM and customer service platforms: Sync agents, chat conversations, and chat transcripts from Google CCAI Platform Sync users, conversations, and recordings from Genesys Cloud Sync cases and conversation data from Salesforce Service Cloud Sync tickets, comments, and conversation logs from Zendesk Support Sync conversations and message threads from Intercom Sync tickets and messages from Gorgias helpdesk ## How It Works ### 1. Connector Configuration Each connector is configured with platform-specific credentials and settings: * **API Credentials**: Access tokens, API keys, or OAuth credentials * **Environment Settings**: Subdomain, region, or instance URL * **Sync Parameters**: Rate limits, batch sizes, and polling intervals ### 2. Data Streams Connectors define one or more data streams representing different data types: * **Primary Streams**: Top-level entities (e.g., tickets, conversations, cases) * **Child Streams**: Related entities (e.g., messages, comments, conversation parts) * **Batch Operations**: Efficient handling of bulk data exports ### 3. Incremental Synchronization The sync engine maintains state for each stream to enable incremental updates: * **Cursor-Based Pagination**: Track position in large result sets * **Time-Based Filtering**: Sync only records modified since last sync * **State Persistence**: Resume syncing from the last successful point ### 4. Data Transformation Raw API responses are transformed into a unified format: * **Field Mapping**: Standardize field names across platforms * **Data Enrichment**: Combine related records into comprehensive objects * **Type Normalization**: Ensure consistent data types ## Getting Started ### Prerequisites Before setting up a sync connector, ensure you have: 1. **Admin Access**: Administrative privileges in your CRM/customer service platform 2. **API Credentials**: Generated API keys, tokens, or OAuth credentials 3. **cxconnect.ai Account**: Access to the cxconnect.ai Admin Portal ### Setup Process 1. **Generate API Credentials** in your source platform (see connector-specific guides) 2. **Configure the Connector** in the cxconnect.ai Admin Portal 3. **Validate the Connection** to ensure credentials are correct 4. **Initiate Sync** to begin data synchronization 5. **Monitor Progress** through the Admin Portal dashboard ## Best Practices ### Security * **Rotate Credentials Regularly**: Update API keys and tokens on a scheduled basis in your source platform * **Use Minimal Permissions**: Grant only the necessary API scopes for data access when creating credentials * **Secure Storage**: Never commit credentials to version control or share publicly ### Getting Started * **Test First**: Use a sandbox or test environment before connecting your production system * **Start Small**: Monitor the initial sync to ensure everything works as expected * **Contact Support**: Reach out if you have questions during setup - we're here to help ## Troubleshooting ### Common Issues **Authentication Failures** * Verify API credentials are correct and not expired * Check that your account has necessary permissions in the source platform * Ensure your source platform account is active **Sync Issues** * Check your source platform's API service status page * Verify you have available API quota in your source platform * Contact support if sync has been running for over 24 hours **Missing Data** * Ensure the data exists in your source platform * Check that your account has permission to access the data * Contact support if data consistently appears to be missing ## Support For technical assistance with the Sync Engine: * **Email**: [help@cxconnect.ai](mailto:help@cxconnect.ai) * **Documentation**: Connector-specific guides available in the sidebar * **Admin Portal**: Access logs and sync status dashboards *** [*The Sync Engine is continuously updated with new connectors and features. Check our changelog for the latest updates.*](/changelog/overview) # Zendesk Installation Guide Source: https://docs.cxconnect.ai/get-started/products/zendesk/installation-guide The installation guide for the cxconnect.ai app for Zendesk ## Installation and Setup ### Installing the App 1. Navigate to your Zendesk Admin Center 2. Go to **Apps and integrations** > **Zendesk Support apps** > **Upload private app** 3. Fill in the App Name "cxconnect.ai" 4. Choose the cxconnect.ai provided zip folder 5. Click **Upload** ### Configuration After installation, you'll need to configure the app with the following settings: #### Required Settings * **Title**: Enter a descriptive name for the integration (default: "cxconnect.ai") * **Host name**: Enter the cxconnect.ai API server hostname `https://test.legacy.interpret.cxconnect.ai` * **API Key**: Enter your authorization token #### Optional Settings * **Auto Translate**: * When enabled: Agent text is automatically translated and sent * When disabled: Agent text is translated and shown as a preview before sending * This setting affects the ticket editor functionality * **Use Private Replies**: * When enabled, updates tickets with private replies containing translation contents * Useful for keeping translation records in ticket history # Zendesk User Guide Source: https://docs.cxconnect.ai/get-started/products/zendesk/user-guide The user guide for the cxconnect.ai app for Zendesk ## Overview The cxconnect.ai App for Zendesk provides real-time translation capabilities for customer support conversations, enabling seamless communication between agents and customers who speak different languages. The app operates through three distinct interfaces within Zendesk, each serving specific translation needs. ## Application Interfaces The cxconnect.ai app provides three different interfaces for translation: ### Sidebar - Conversation Translation Display **Purpose**: View translated conversation history and manage language settings **Location**: Right sidebar of the ticket interface **Features**: * Displays the ongoing translated conversation * Shows language detection and selection options * Provides conversation language override when auto-detection fails * Toggle between original and translated message views **Usage**: 1. Open a ticket/conversation 2. Open the **cxconnect.ai application** panel in the sidebar 3. Change the **Conversation Language** dropdown to the customer's language 4. View translated messages with language indicators (e.g., "John (Requester) | Spanish") 5. Use **SHOW ORIGINAL** / **SHOW TRANSLATION** buttons to toggle between versions ### Editor - Outgoing Message Translation **Purpose**: Translate agent responses before sending **Location**: Below the text input area (look for the cxconnect icon) **Features**: * Translates text that agents are about to send * Behavior depends on administrative "Auto Translate" configuration setting * Integrates directly with the ticket response workflow **Usage**: 1. Type your response in the ticket editor 2. Click the **cxconnect icon** below the text input area 3. **If Auto Translate is enabled**: * Text is automatically translated and sent to the customer 4. **If Auto Translate is disabled**: * Text is translated and shown as a preview * Review the translation before deciding to send ### Top Bar - Interpreter (One-off Translations) **Purpose**: Standalone translation tool for any text between any languages **Location**: Top navigation bar of Zendesk **Features**: * Independent translation tool not tied to specific conversations * Translate between any supported language pairs * Copy translated text for use anywhere * Quick access for ad-hoc translation needs **Usage**: 1. Click the **cxconnect.ai App for Zendesk** icon in the top bar 2. In the interpreter dialog: * Enter or paste text in the **Text to translate** field * Select your **Target Language** from the dropdown * Click **TRANSLATE** 3. Use **COPY** to copy the translated text for use elsewhere 4. Use **RESET** to clear the fields and start over ## Workflow Examples ### Handling a New Multilingual Ticket 1. **Initial Setup** (Sidebar): * Open the ticket * If customer language was not identified, set the conversation language in the sidebar 2. **Reading Customer Messages** (Sidebar): * View automatically translated customer messages * Use "SHOW ORIGINAL" if you need to see the exact wording 3. **Responding to Customer** (Ticket Editor): * Type your response in English (or your preferred language) * Click the cxconnect.ai icon to translate your response * Response is sent in the customer's language 4. **Ad-hoc Translations** (Top Bar): * Use the interpreter for translating reference materials * Translate snippets from other sources * Quick translations not related to the current ticket ### Quick Translation Lookup Use the **Top Bar Interpreter** when you need to: * Translate text from external sources * Convert phrases for training or reference * Translate content not directly related to a ticket * Get quick translations without opening a specific conversation ## Features and Benefits ### Real-time Conversation Translation (Sidebar) * Instant translation of incoming customer messages * Maintains conversation context and history * Clear language labeling for all participants ### Contextual Response Translation (Ticket Editor) * Seamlessly integrates with your normal response workflow * Respects your Auto Translate preference settings * Ensures responses are in the customer's language ### Flexible Interpretation Tool (Top Bar) * Independent translation capability * Supports any-to-any language translation * Perfect for research and reference translations ## Troubleshooting ### Common Issues **"Please set the conversation language in the sidebar to begin translation"** * Solution: Go to the sidebar and select the appropriate language from the dropdown **Unable to see *any* cxconnect.ai application** * Check with your Zendesk administrator to make sure you have appropriate permissions **Translation not appearing in sidebar** * Check that the **cxconnect.ai App for Zendesk** dropdown is expanded * Verify the agent is online and accepting messages * Ensure the customer has sent messages **Ticket editor translation not working** * Verify the cxconnect.ai icon is visible below the text input * Ensure you have text selected or entered in the editor * Have your Zendesk administrator check your API configuration **Top bar interpreter not responding** * Have your Zendesk administrator verify cxconnect.ai API key configuration * Try refreshing the browser ## Support For technical support, feature requests, or questions about the cxconnect.ai App for Zendesk: * Contact your Zendesk administrator * Reach out to cxconnect.ai support through the official channels *** *This guide covers the three main interfaces of the cxconnect.ai translation app. Features and interface elements may vary based on your app version and Zendesk configuration.* # API Key Management Source: https://docs.cxconnect.ai/get-started/training/admin-portal/api-key-management This allows an Org Owner in the Admin Portal to create a Service User account and manage API Keys for authentication purposes of cxconnect.ai's products. # API Key Management ## Creating a Service User account to manage API Keys You must be an Org Owner in the [Admin Portal](https://auth.cxconnect.ai/) to create a Service User Account. Navigate to the Users tab at the top of the screen and then tab over from the **Users** tab in the interface to **Service User.** Click on **New** in the right corner of your screen. Fill in the required fields in the **Create a New User** interface selecting **Bearer** as the **Access Token Type**. Then click **Create**. Click **Save** when the Service User Details are confirmed on the next screen. A new Service User has been created and API keys can be managed through this account. \[Video placeholder] ## Generating a new API Key The API key can be used for authentication with cxconnect.ai’s APIs. You must be an Org Owner to generate a new API Key. Navigate to **Users > Service Users** and select your Service User account. In the interface that opens, click on **Personal Access Tokens** in the Menu to the left. Click the **New** button on the right side of the page. If you wish for your API key to expire, you can now select the date. Note, that you will need a new API key when the key expires per the date you set. If your organization does not require rotating your API keys at a pre-defined interval, you may skip selecting the date and click on **Add**. Your key will never expire. You will be presented with an API key.  Note, the key does not save for recall when exiting the interface, so you need to copy and store it in a safe location. For security reasons, when you exit this screen, you will no longer be able to see the API key. When generating a new API key, it will replace the existing one with the new one. # SSO Source: https://docs.cxconnect.ai/get-started/training/admin-portal/sso Admin portal SSO. # Single Sign-On (SSO) Single Sign-On (SSO) enables users to log in using their existing organizational credentials via your chosen identity provider. It improves security, streamlines user management, and delivers a consistent login experience across your systems. ## Managing SSO in the Admin Portal In [**Admin Portal**](https://auth.cxconnect.ai/)\* → **Organization → Login and Access** administrators can: * Define how users are authenticated * Configure identity providers * Access the information required for SSO, such as metadata and endpoints ## Configuring Your Identity Provider For additional guidance on setting up and configuring identity providers, please refer to [**Configure Identity Providers**](https://zitadel.com/docs/guides/integrate/identity-providers/introduction#configuring-idp-providers) \ If you need additional assistance or have questions, feel free to reach out to us at [**help@cxconnect.ai**](mailto:help@cxconnect.ai) # User Management Source: https://docs.cxconnect.ai/get-started/training/admin-portal/user-management Admin portal user management. # User Management ## Creating a New User in the Admin Portal New user creation is managed by your organization’s **Org User Managers/Org owners**. If you need access, please reach out to one of your Admins. Once a new user is added and access is authorized, they will be able to log in and use [**Studio**](https://studio.cxconnect.ai/). ### Steps to Add a New User 1. **Log in** to the [**Admin Portal**](https://auth.cxconnect.ai/). 2. Navigate to the **Users** tab at the top of the screen. 3. Click **New** (upper right corner). The **Create a New User** interface opens. Resized animation 4. In the **Email** address field, enter the user’s email address. 5. Copy the portion before the @ symbol and paste it into the **User Name** field. **Note**: For users within the same organization, the email address and user name will be identical. 6. Enter the user’s **Given Name** and **Family Name** in the respective fields. 7. You may either complete the remaining fields as needed, or scroll down and click **Create**. The new user is now created and will receive an email with a code and a link to generate a password.\ \ **Next Step:** The user still needs role assignments. ## Assigning Roles to Users in the Admin Portal \ Authorization access is managed by your organization’s **Org Owners/Org User Managers**. Every user in the system must have at least one role assigned to access **Workbench**, **Studio**, or the **Admin Portal**. Roles define the level of access and permissions a user has: * **Org Owner** – Users who have the highest level of permissions over all administrative tasks in the organization, such as adding other users, managing SSO, and managing API keys. * **Admin** – Users with permission to manage custom phrases in Studio. * **Agent** – Users with permission to use translations in Workbench. Role assignments ensure that the right people have the right access to perform their tasks. ### Assigning the Org Owner and Org User Manager Role 1. Log in to the [**Admin Portal**](https://auth.cxconnect.ai/). 2. Navigate to the **Organization** tab (top left). 3. In the top right corner, click the **plus (+) icon** below your user icon to open the **Add a Manager** interface. Resized animation 4. Select/Enter the user you want to grant **Org Owner/Org User Manager** permissions. 5. Check the **Org Owner** or **Org User Manager** box. 6. Click **Add** at the bottom. The user now has Org Owner permissions. ### Assigning Admin and Agent Roles 1. In the [**Admin Portal**](https://auth.cxconnect.ai/), go to the **Users** tab (top bar). 2. Click the **display name** of the user you want to update. 3. From the left menu, select **Authorizations**. 4. In the Authorizations interface, click **New**. Resized animation 5. Scroll to **Search for a Project**, and set the **Project Name** field to **Platform**. Resized animation 6. Click **Continue**. 7. Assign one or both roles: * **Admin** – grants access to manage custom phrases in Studio. * **Agent** – grants access to translations in Workbench. 8. **Save** your changes. **Note**: A user can have both permissions, but as a best practice, admin roles should be limited to those who manage content to help maintain its integrity. # Workbench Source: https://docs.cxconnect.ai/get-started/training/workbench The Workbench is where you compose, enrich, and translate messages. You can create multiple workbenches, name them as needed, and configure each with the available features. # Workbench ## How to Create a Workbench 1. **Log in** to [**Studio**](https://studio.cxconnect.ai/). 2. From the sidebar, select **Workbench**. Resized animation ## Features ### 1. Quality Enrichments Enhance the clarity and accuracy of your **message** before translation. Applying these enrichments to the original draft ensures better input and, in turn, higher-quality output. * **Syntax** * **Grammar** * **Clarity** * **Spelling** Resized animation **How to use:** 1. Click the **ellipsis (···)** next to the **AI button** to configure enrichment settings. 2. After composing your **message**, click the **AI button** to apply them. Resized animation **Examples:** **Syntax, Grammar** * **Input:**\ I dont see the prlem with yor order. Please explin what is happning. * **Output:**\ I don't see the problem with your order. Please explain what is happening. **Clarity, Spelling** * **Input:**\ My dog ran away and now missing. House is empty. Why and where is my dog. I'm looking. Not able to find. * **Output:**\ My dog has gone missing. I'm looking for him, but I can't find him. He ran away from home and now the house feels empty. I don't know why he left or where he went. ### 2. AI Enrichments Refine the **style and structure** of your **message** to ensure a polished, consistent tone. * **Conversation Tone** * Manages **formal vs. informal pronouns** in languages that distinguish them. * Maintains a **consistent tone**, regardless of agent writing style. * **Shorten** * Adjust the length of drafted **messages** * Useful for refining **messages** pasted from other sources (e.g., knowledge bases) that may be too long or overly formal. Resized animation **How to use:** 1. Click the **ellipsis (···)** next to the **AI button** to configure AI enrichment settings. 2. After composing your **message**, click the **AI button** to apply them. Resized animation **Examples:** **Friendly Tone** * **Input:**\ Yeah? What do you want? * **Output:**\ Hey there! What can I do for you? **Shorten** * **Input:**\ Custom phrases allow users to control how specific words or phrases are translated. * **Output:**\ Custom phrases let users control translations of specific words or phrases. ## Translating Your Message Once you’re satisfied with your composed **message**: 1. Select one or more **target languages**, then click **Submit** to translate. 2. Open the **right-hand pane** by clicking the **Drawer Toggle** 3. From this pane, you can view the following details of the translated message *(each can be turned off if needed)*: * **Sentiment** * **Translation** * **Category** * **Moderation** 4. To view translations side by side with your composer, click the **Pin button** from the translation view. Resized animation If you need additional assistance or have questions, feel free to reach out to us at [**help@cxconnect.ai**](mailto:help@cxconnect.ai) # Overview Source: https://docs.cxconnect.ai/support/overview Overview of support at cxconnect.ai # Overview ## Escalation Process * We support P1 issues 24/7 * A Root Cause Analysis (RCA) will be provided within 24 hours of the incident. ## Non-escalatory Issues * Non-escalatory issues should be submitted to [help@cxconnect.ai](mailto:help@cxconnect.ai) or [Studio Help Center](https://studio.cxconnect.ai/home/help) * They will be acknowledged within one business day. * Issues are resolved as fast as possible based on the nature of the issue and business impact. It is critical that all required information is submitted per the template to ensure fast triage. * Real-time status and progress will be accessible in the [Studio Help Center](https://studio.cxconnect.ai/home/help). ## Background Here at cxconnect.ai, we use the premier Incident Management Service, Pager DutyⓇ, which is integrated into our other communication and collaboration systems. When a client contacts our P1 email, many disparate events are automatically triggered. We're able to ensure all of the right folks have instant access to all of the information needed to: * Understand the issue * Communicate with our clients * Collaborate internally across teams * Resolve issues quickly, and * Audit the entire process Our on-call engineer (not just someone who's answering a phone and relaying information) usually responds within seconds during normal US working hours, and with 10 minutes outside of our normal working hours. Clients have been impressed with our resolution times. **How it works:** PagerDuty automatically notifies our on-call Engineer directly using their preferred channel (e.g. SMS or Slack). If that person does not respond to your email within 5 minutes, they will be notified via their secondary channel. If the person on-call does not respond to your email within 5 minutes of their second notification (now, 10 minutes total), the escalation platform notifies the standby person. This process continues throughout the entire support organization, eventually notifying the CEO. ## Incident Report Definitions **Incident** - Any unplanned event interrupting a normal IT service operation, ranging from degradation of service to a complete outage. **Degradation** - A decline in normal IT service levels, which does not entirely interrupt the IT service. **Outage** - Any period of complete disruption or interruption of an IT service. ## Service Level Agreement (SLA) P1 issues are monitored 24/7/365 and the escalation process is outlined below: ChatLingual will make all reasonable efforts to respond within 24 hours, Monday through Friday, except for holidays, to any request during normal business hours. | Severity | First Response Time | Email Address | Definitions/Examples | | --------------- | ----------------------------------------------------- | --------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | P1 - Critical | 30 minutes, Root Cause Analysis (RCA) within 24 hours | Provided during Onboarding | Production outage at a company/organizational level, does not include Staging, e.g. Service is down, all agents are affected in some way. | | P2 - Major | 8 business hours | [help@cxconnect.ai](mailto:help@cxconnect.ai) | Impacts user productivity but does not prevent service use for the entire organization. A workaround can be used, e.g. Predictive reply sending multiple messages, reporting not accessible, etc. | | P3 - Minor | 24 business hours | [help@cxconnect.ai](mailto:help@cxconnect.ai) | Minor bug that does not significantly affect user productivity, e.g. UI bug, system message asking to refresh, etc. | | Service Request | 24 business hours | [success@cxconnect.ai](mailto:success@cxconnect.ai) | Changes to configuration, content, or anything else the client cannot do themselves, e.g. Bulk uploads for translations, content translation, etc. | # Status Page Source: https://docs.cxconnect.ai/support/status-page Monitor our system health The Status Page provides a high-level overview of the health of our systems. It is accessible at [status.cxconnect.ai](http://status.cxconnect.ai).