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Salesforce Agentforce + Messaging for Web: A Technical Guide to Multi Language Customer Support
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May 1, 2025
Salesforce Agentforce Service Agent can be used for handling multi-language with Messaging for Web implementation. Blog Post: https://www.infallibletechie.com/2025/04/salesforce-agentforce-messaging-for-web-a-technical-guide-to-multi-language-customer-support.html
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0:06
hello everyone in this video we are
0:08
going to see how to support
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multilanguage whenever we are using
0:16
Salesforce messaging for web
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and agent force service agent
0:26
in order to access uh Salesforce
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uh agent for service agent we can make
0:33
use of uh messaging
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for uh web implementation
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so if you have already implemented
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service agent and messaging for uh web
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uh configuration and then if you wanted
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to have multi- language support then
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this uh video will uh help in
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configuring
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that the first step is we have
0:59
to go and enable translation workbench
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you have to add the supporting language
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for your
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business once it is enabled you should
1:11
see this add button and then you will be
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able to add multiple
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languages the next step is we have to go
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to the agent for service agent open it
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in the builder go to language
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settings in order to edit the language
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settings we have to deactivate the agent
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for service agent once it is deactivated
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we will be able to add and remove the
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languages if it is in active state we
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won't be able to add it because uh the
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language settings will be in read only
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mode once you have added uh the
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supporting languages the next step
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is we have to configure language uh
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variable in the omni channel
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flow here we are going to make use of
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hidden pre-hat field
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value for language for that I have
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created end user language flow variable
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name so this is the flow variable name
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and this is the flow variable i made
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sure it is available for
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input and this is my omni channel flow
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which will route my messaging session
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record to the agent force service
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agent before routing I have to update
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the enduser language agent for service
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agent makes use of end user language
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which is set up on the messaging session
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record to display or convert or
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translate
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the labels and other system messages
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also for example if you have
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uh so all these like context um this
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date uh this topics and everything will
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be converted and then it will be
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displayed in our chat widget for that we
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have to make sure we are updating this
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end user language on the messaging
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session record so using update records
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flow element I'm updating the end user
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language
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so my flow is active whenever uh the
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messaging session is routed it will
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update the end user
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language based on this end user language
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flow variable since this end user
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language flow variable is available for
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input I will be able to pass it using
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the hidden prehat so we will see
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that next in the messaging uh settings
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we have to find the channel that is used
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for your embedded service
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deployment and then u you have to add
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multiple languages
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here
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next in the custom parameters I have
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created a custom parameter with the name
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language data type is string and maximum
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length is 100 we can keep it very short
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also like 10 because we are going to
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make use of the language code not the
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full language label value next do the
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parameter mapping so in this parameter
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mapping I have selected the parameter as
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language and for the flow variable I am
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using the flow input variable called end
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user language so whenever the omni
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channel flow is invoked using the
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pre-hat value language it will pass that
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pre-hat value to this end user language
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flow variable so that my flow will be
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able to update the end user language
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field on the messaging session record so
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this is the crucial step once this is
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done in the embedded service
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deployment enable activate the pre-hat
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feature add the available language
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fields field to the selected uh column
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save it publish the embedded service
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deployment wait for a few minutes
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because uh the embedded service
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deployment uh publish will take some
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time once it is done we should be able
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to test it in order to test it what I
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have done is I'm going to pass the
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language in the URL parameter i'm going
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to make use of my third party website
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using GitHub which is uh uh easy to set
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up uh so I'm going to make use of that
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so that I will be able to pass the
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parameter for the language in the query
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in the URL so I'm going to make use of
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the query
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parameter so I'm going to get
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window.location search and I'm going to
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make use of URL search parame method
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where I'm passing the window.location
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search it will pass my URL it is get it
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is trying to see whether the language
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uh is there on the path or the in the
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query parameter if it is not there it
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will set the default encore us as the
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language using a console.log lock
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statement I'm setting I'm displaying
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what is the language that is set
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uh in this embedded service bootstraps
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settings.language I'm setting the
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language that is passed in the
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URL I have
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added window addvent listener for this
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on embedded messaging ready event
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whenever the messaging session is ready
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and then whenever it is
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loaded it will add this console.log lock
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statement using embedded service
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bootstrap prechart api set hidden
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pre-chart fields method i am passing the
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language parameter
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value so this is the parameter value i'm
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setting it
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once this is set it will pass the value
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to end user
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language to my
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uh inbound omni channel flow and that
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will update the messaging session
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record in my blog post I have given the
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sample code for your
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reference okay now let's test it so in
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the URL I am using language as FR fr
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means French so I'm able to see that is
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set up properly so if I
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initiate So now if I
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initiate it should display everything in
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French so it is displaying this in
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French even the system uh messages that
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is configured it is also displayed in
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French if I go
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back to my agent force uh
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agent the system messages are set in
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uh English but it was able to translate
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and display it in French
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if I go to my messaging session records
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so this is the latest
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one it was able to set the messaging
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user language to
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French so this is the key here we have
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to have the omni channel flow where it
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should update the end user language in
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order to get the end user language we
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are making use of end user language flow
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variable name
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this is the flow variable name and we
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are we are creating a custom parameter
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for
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language using hidden pre-hat we were
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able to pass that language
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value please check the video description
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in the video description I have given my
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blog post from the blog post you should
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be able to get the screenshots for your
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reference and also the sample pre-chart
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code
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uh to set the hidden pre-chart field
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value you can make use of this code for
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your
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reference i hope it was helpful
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thank you for watching
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