Salesforce Agentforce Service Agent can be used for handling multi-language with Messaging for Web implementation.

In this Blog Post, we are going to see how Salesforce Agentforce Service Agent and Messaging for Web can assist customers in multiple languages.

Steps:

1. Enable Translation and add the supported languages in you Salesforce Setup. To do this, go to “Translation Language Settings” in Salesforce Setup. Enable it and add the languages.

2. Configure additional Languages in your Salesforce Agentforce Service Agent builder.

3. We have to update the EndUserLanguage field on the Messaging Session record. So, use Update Records in the Flow.

Make sure end_user_language Flow Variable is Available for Input enabled.

4. Create Language Parameter in the Salesforce Messaging Channel. Do the Parameter Mapping for the Language Parameter with the Flow Variable end_user_language.

5. Enable “Activate the pre-chat feature” on the Salesforce Embedded Service Deployment. Add the Language Parameter to the Hidden Pre-Chat from Available to Selected.

6. Use the following code to pass the Language value to the Omni-Channel Flow to update the Messaging Session record EndUserLanguage field value.

window.addEventListener( "onEmbeddedMessagingReady", () => {
	console.log( 'Language::', embeddedservice_bootstrap.settings.language );
	embeddedservice_bootstrap.prechatAPI.setHiddenPrechatFields( {
		"Language" : embeddedservice_bootstrap.settings.language
	} );
} );

Sample URL with language query param:

https://infallibletechie.github.io/MIAW—Agentforce-Org/?language=fr

Salesforce Article:

https://help.salesforce.com/s/articleView?id=ai.service_agent_languages.htm&type=5