How to use the alternative Email Translation Components

The current default design of Unbabel's integration with Salesforce Service Cloud makes use of an Email quick action that is added to the Case Layout's Chatter component. The experience is described here.

We have began to develop new components that will allow a user to request translations directly off the Case Feed (or equivalent) tab. This document is a guide on how to use two new components on the Unbabel for Service cloud package that allow for alternative flows of sending emails:

• Translate And Update Draft
• Translate Draft and Send Email

Enabling email drafts

If you wish to use these components, make sure the Organization has the Enable email drafts setting checked.

Add the components to the Lightning record page

1 - Navigate to the case record that is using the Lightning record page you want to change.

2 - Click the Setup gear icon and select Edit Page.

4 - Find the components search box and type: “unbabelTranslateAndUpdateDraft” and/or “unbabelTranslateDraftAndSendEmail”.

5 - Drag the component to the desired page area and repeat for the other component if intended.

You are now ready to use the new components.

Translate And Update Draft Component

This component enables an agent to translate the draft email they have saved on the native email publisher, without needing to send the email as a consequence.

The component will display three fields:

• Agent’s Unbabel Main Language
• Case’s Unbabel Language. Selecting a different language will update Case’s Unbabel Language.
• Translate Button - Request translation for the current email draft

To request the translation, the agent should:

1 - Write email on the native email publisher and make sure the draft is saved.

2 - ⚠️ Do not click Send at this stage

3 - Click Translate

4 - Wait to see that the translation has been requested

5 - When the translation arrives you’ll see a new notification

6 - If you click on the notification you’ll be redirected to the case.

7 - Navigate to the email publisher, check the translation replaced the original content and send the email.

Additional Notes

• You shouldn’t discard the draft while the translation is in progress;
• You cannot have a draft saved on Unbabel’s Email publisher;
• Currently this feature does not support merge fields;

Translate Draft and Send Email

This component enables an agent to translate the draft email they have saved on the native email publisher and send the translated email when the translation is delivered. The component will display three fields.

• Agent’s Unbabel Main Language
• Case’s Unbabel Language. Selecting a different language will update Case’s Unbabel Language.
• Translate and Send Button - Request translation for the current email draft

To use the component, the agent should:

1 - Write email on the native email publisher.

2 - ⚠️ Do not click Send

3 - Click Translate and Send

4 - Wait to see that the translation has been requested

5 - You can check if the email has been sent on the Translations feed tab

Additional Notes

• You shouldn’t discard the draft while the translation is in progress;
• You cannot have a draft saved on Unbabel’s Email publisher;
• Selected From Email should be an org-Wide Address;
• To Address must be filled
• Currently this feature does not support merge fields;