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In order keep configuration simple, please perform the following steps in Salesforce Classic (Social25 is Lightning-Ready, you may afterwards use the app in Salesforce Lightning as you please) |
Step-by-step guide
infoWhatsApp does not allow the sending of free text messages after the 24h customer care window closes: WhatsApp for Business Customer Care Window. After the closure of this window, you will only be able to send Highly Structured Message (HSM) templates. This article explains how to configure the Social25 chat window to surface the correct languages for the item you are working on.
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If no existing mappings are found, the chat window will return English US and English UK HSM templates by default. Follow below steps to configure which languages should be returned. |
Language mappings
Social25 uses the Template Language Mapping object to store language mappings. You then configure the chat window in such a way that it knows where to look for those languages.
The Template Language Mapping object
The Template Language Mapping object contains two fields that are used to map languages to countries or markets (or anything else defining which language should be available)
| Name | Type | Purpose |
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| Template Language Mapping Name | Text(80) | Main identifier of a country or market. You can create a field (or use an existing field) on the object from which you are chatting and fill it with this value. The chat window will then only retrieve HSMs that have a translation in the related languages, defined through the next field, Language Code |
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| Language Code | Picklist (Multi-Select) | Allows you to link multiple languages to a country or market (or anything else defining which language should be available) |
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Create a mapping
- From the App Launcher, go to Template Language Mappings
- Click New
- Fill in a Template Language Mapping Name. Remember that this should reflect the value in the field on the object from which you are chatting
- Select the available languages in the Language Code field
- Click Save
Example
Assume you want to create a mapping for Belgium. According to Wikipedia, Belgium has three official languages: French, Dutch and German. Hence, when chatting with people from Belgium, you want to allow your agents to send French, Dutch and German HSM template messages.
Let's assume that your are chatting from Cases, and that your Case object contains a formula field "Country", that is fed from the related account. This field could contain a value like "BE" for example. You would then create the language mapping as follows:
| Template Language Mapping Name | BE |
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| Language Code | |
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Finally, you need to tell the chat window to which field it should look:
- Click the scroll wheel in the top right corner of the page on which the chat window is located
- Click Edit Page
- Click on the Social25 chat window
- You will see that the chat window attributes window contains a field called Language Mapping Field Name. Specify the field that contains the language information ("BE" in our previous example)
- Save the page
- Potentially Activate the page
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