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Language Weaver Instant Translation Smoke Test

It’s a good idea to run a test through the system to ensure all of the settings have been made correctly and fully.

Here are some steps to walk through an end-to-end process.

Agent
Login to your Salesforce LiveAgent Console
Ensure your console is set to “Online”
Customer
Impersonate the customer by using the test app provided to open the Salesforce native chat window.
Select the language you intend to use from the menu dropdown.
Enter some text in the chosen language and press “Send”.
Agent
You will see a notification of an incoming chat in the Agent console.
Accept the incoming chat.
You will see the incoming text in the native console in the Agent’s default language (configurable in the Agent’s Salesforce profile), as well as some metadata showing the original language of the user and the time of the chat message.
Respond to the customer in the Agent’s default language.
Customer
You will see a response from the Agent in the customer’s chosen language.
Respond to the Agent in the customer's chosen language.
Agent
If you want to use the Salesforce “Sneak Peak” feature to see what the customer is typing, you can toggle to the Salesforce native Conversation view.
Select the Language Weaver Translation Widget from the bottom toolbar. Use this to enter your English text and see a translation plus back-translation. If the back translation does not read clearly, adjust your content by simplifying the words and phrases used.
Note: Be sure to switch back to the custom Language Weaver tab to be able to respond to continue to use the automatic chat translation feature.
  • The Agent and the Customer can both end the chat.
  • The Agent and the Customer can both save the full chat transcript. The Agent’s transcript will include both the original and translated messages, while the Customer’s transcript will include only messages in their native language.