How to use Unbabel for SF Service Cloud (using Single feed)

This article denotes the use of our integration if you are not using the Translations Feed feature. A well tested, progressive adoption of the feature is advised since Unbabel will, in time, develop exclusively upon the new feed component and stop supporting previous versions.

Unbabel is seamlessly integrated into Salesforce Service Cloud, delivering human-quality translations at speed. Inbound emails/Cases are translated into English. Agents will then reply in English, and our award winning MT, with the help of human post edition, delivers the native language translation to your customers.

Below you will find a short description of our translation flow and a guide on using the product. The article assumes that a standard installation resulting from following our Installation Guide is in place, but even if you customized the environment, the basic principles should apply. You can also check this article on Getting Started using Omni-Channel.

Starting the translation flow

Unbabel is prepared to operate in a Case context. All communications need to give origin to a Case for our product to be able to produce translations. There are some variations depending on how you assign or route cases, but the usual first step is to open any console with a Case view (ex: Service Console).

From there, you need to find any View (Personal, Queue, etc) where you can select the Case.

The inbound translation will be posted as an entry in the Case feed, and identified as an inbound translation. If your case only contains a description, we will still be able to translate it.

When a case is translated, you'll find the translated description (subject and body) and the Unbabel language under the Unbabel section of the Details tab. The Unbabel Language field can be changed at any time by clicking the pencil icon next to the field (don't forget to save your changes).

Unbabel is able to automatically translate a case on assignment: the automatic translation rules are as follow:

• any case assigned to an Active Unbabel queue will be automatically translated, based on the result of our language detection reading the text content.
• any case to a user with enough permissions, as long as Automatic Translation is on, will be automatically translated, based on the result of our language detection

Learn more about these configurations here.

If you have the option "Always check language" selected, new inbounds that are automatically being translated will check the language again, instead of relying on the Case Unbabel language. If a different language is detected, we will translate correctly, but won't change the language of the case.

If you need to translate the case manually, you have two options:

• click the Translate Case button. For a standard installation, it can be found with the Standard buttons on the Case Detail tab. Unbabel will detect the language, translate the case description and the last email message, posting it on the feed.
• choose a specific email message to translate. In order to do this, click the information icon on the original (source) message feed item, and then View Email to enter the EmailMessage record page.

Click the Translate button found here.

The translation will be started and once completed, posted in the feed. The Message Content Translation page will appear before you, with the complete translation. This is also the page where you can request a human improved version of an inbound MT only translation.

Any translations requested manually will attempt to re-detect the language, and will therefore ignore the Unbabel language set in the case.

Thread translation

When multiple messages in the customer's native language are present in a case, the thread translation feature ensures that all of them are translated into the agent's language upon request. This will create a feed entry slightly different from the individual flow. Read more here.

Reply using Unbabel

To reply to a customer, you need to access the Email Translation quick action, which is located in the Case Feed tab. Click to select it.

The email composer will appear. We will fill the To, Cc and Bcc fields based on the information already available for the case. The "To" field is populated with the email address authoring the last inbound message.

Above the From, To, Cc and Bcc fields you will be presented with the language pair in use. The field is not editable, instead being determined by the Unbabel Main Language of the agent (From) and the Unbabel Language set for the case (To). Scrolling down, you will find the Send button, which should be clicked once the message is ready.

After you send the message, a feed entry identified as an outbound translation will be posted. This is not the email sent to the customer. A new feed entry in the customer's native language will be posted as soon as the translation is delivered.

This is the message that is sent to the customer, who will receive it via email.

Notes:

• It is not possible to request a subsequent outbound translation while the first one is pending. This is because while we translate, the Email Message will be under draft status, and sending a new request will overwrite that draft. Because we only receive the first request, we will always post the translation to the first message.
• If the translation doesn't appear in the feed after is has been completed, try refreshing it.
• All Unbabel translations are considered emails. Any triggers or automations set in place dependent on new emails (incoming or outgoing) will be activated when the translation is posted.
• It is not possible to display in-line images in an outbound translation. You need to add the image as an attachment instead.

Original Messages

When composing a new message, the feed entry selected to consist of the Original message selected will be different depending on the component you are using.

If you use the standard email component, the latest entry in the feed will always populate as the Original Message. Salesforce cannot distinguish between messages, so regardless of whether it is an outbound translation, an inbound translation or a untranslated message sent directly, that will be the content being used. Watch out for the risk of mixed languages or internal comments being sent out as Original Message.

To work around this, please click the reply/reply all/forward button on the feed entry of the message you want to populate as original message, instead of clicking the email composer.

If you use the Unbabel Email translation component though, we will only include the latest message translated using Unbabel, translated in the customer's native language - this allows you to avoid sending multiple languages in the same message.

You can choose to remove or carry over the original message by checking or unchecking the Remove email thread configuration in the Unbabel SC Configuration menu.

Other workflows

Small differences may need to be considered if you're using different workflows or modes.

• Check the article on using Unbabel with Lightning and Omni-Channel
• If you're running on Classic, apart from the visual differences, the workflow should be equivalent. Just take the differences while configuring the Integration into consideration.