Package v1.64 - 20/01/2022

Release date: 20 January 2022

Notes:

• Add support to translate all the previous messages (includes emails, internal comments and chat transcripts) on the feed when a case is transferred from an Unbabel Agent to a Native Agent

Manual translation flow

1 - An Unbabel agent is assigned to a case that was handled before by a native agent:

2 - The unbabel agent clicks on the translate button:

3 - A translation is requested for:

- Case description (if not requested before)

- All emails on the thread that were not previously translated. The translated thread will be posted on the case feed:

Automatic translation flow

1 - An Unbabel agent is assigned to a case that was handled before by a native agent:

2 - A translation is automatically requested for:

- Case description (if not requested before)

- All emails on the thread that were not previously translated.

Edge Cases

Cases handled by multiple agents 

For example a case that is going back and forward between a native and an Unbabel Agent. Each time the case is assigned to the Unbabel Agent we would translate all the email messages that were not translated previously.

• Add support to Omni channel routing on triggers/flows

Now you can add automatic translations if you are using Omni Channel routing to assign new cases to your Agents. This is required because, as per Salesforce documentation, no automations (Workflow Rules, Escalation Rules, Triggers or Flows) are fired when using Omni channel routing.

https://help.salesforce.com/s/articleView?language=en_US&type=1&id=000337822

It is possible however, to implement a custom flow on top of the Omni channel sObject Agent Work and based on the status we are able to know when a new case is assigned to an agent.

The solution we propose is a flow based on the sObject Agent Work. Alternatively we could implement a similar process on an Apex Trigger. 

Be sure to thoroughly test the implemented solution before releasing it on production.

Please contact us if you need help setting this up.

Unbabel Connector

Installation URL

[your Salesforce Org URL]/packaging/installPackage.apexp?p0=04t1n000002GubG

Unbabel for Service Cloud

Installation URL

[your Salesforce Org URL]/packaging/installPackage.apexp?p0=04t1v000002GzKz