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Description

SimpleT Live Chat adds AI powered translation and optimization to Salesforce messaging conversations. It enables real time translation, message optimization, automatic language detection, and professional timestamps within the messaging interface.

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Setup

• Install SimpleT Managed Packages - How to install a package?
• Authentication and Settings - How to set up your Salesforce org?
• EnhancedMessaging is a part of ****the Digital Engagement add-on license in Salesforce Service Cloud.
• The SimpleT Live Chat component will work only if you have “Messaging In App and Web” set up in your Salesforce org.

What This Feature Does

SimpleT Live Chat supports multilingual customer communication through the following capabilities:

• Automatic language detection — AI identifies the language of incoming customer messages automatically.
• Message optimization — Improves message clarity, grammar, and professionalism before sending.
• Live conversation sync — Messages update in real time as the conversation progresses.
• Professional timestamps — Clear date and time stamps for every message.

How to Use SimpleT Live Chat?

Getting Started

1. Set up the Smart Messaging component
   • Edit the MessagingSession record page
   • Drag the SimpleT Live Chat component to your desired location
   • Customize the component using the component properties (see Properties Explanation section)
   • Save changes

Reading and Translating Customer Messages

• Navigate to a MessagingSession record
• Look for the "Smart Messaging" component section
• You'll see the conversation thread with all messages and action buttons

1. View Customer Messages

   • Message Feed: Shows all customer messages (left) and your messages (right)
   • Timestamps: Each message displays the date and time in format • MM/DD/YYYY, HH:MM:SS
   • Message Translation Controls: Globe icon to translate, eye icon to show/hide translations
   • Input Area: Textbox at the bottom for composing your messages
   • Action Buttons: Translate, Optimize, AI and Send buttons for your outgoing messages
   • Status Indicator: Shows if the session is Active, Ended, or Waiting
   • End Chat: Ends the messaging session
   • Customer Inactive: Changes the status of the session to “Inactive”
   • Refresh: Refreshes the component to update the status or other session data

   

Translating Customer Messages

1. Translate to Your Language

   • Click the globe icon next to any customer message

   • The targeted language is pulled automatically from user’s preference settings but it can be set to any language in the component properties (see Properties Explanation section)

   • The translation appears below the original message with a header showing the targeted language

   • Translation is saved automatically for this session

   • Customer messages appear on the left side

   • Each message shows the timestamp below

   • If the customer sent attachments, they'll appear as file links

     • Click again to show the translation (icon shows as "hide" - closed eye)

   • The system automatically detects the customer's language

   • No action needed - detection happens automatically

     • Original message always remains visible for reference

     

     

Composing and Sending Messages

• Type your message in your native language
• The input area expands as you type longer messages
• You can learn more about the Action Bar buttons here

Optimize your message (Optional)

• After typing your message, click the "Optimize" button to improve the message
• You can tell AI how to improve your messages by editing the AI Instructions property in the component setup (see Properties Explanation section)

Use AI Assistant to polish the message (Optional)

• Click on the AI button to open the AI Assistant modal
• In a chat like experience - work with AI to further adjust the message for your scenario.

Translating Your Message (Optional)

• If the session is Active, you can type normally
• If the session is Ended or Waiting, the input will be disabled
• Status indicator shows the current session state
• Review and edit if needed before sending
• Click the "Send" button to deliver your message
• Customer receives the translated message in real-time

Example: Professional Banking Communication

Situation: You need to provide account information to a Spanish-speaking customer with perfect clarity and compliance.

Steps:

1. Open the MessagingSession for the customer inquiry