How to use Unbabel for SF Service Cloud

The Unbabel SC integration supports the standard Salesforce case flows. It was specifically designed to be used on Email2Case and Web2Case. 

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 original inbound message will be visible in the native SF feed, while its respective translation will be available in the Translations Feed located inside the Unbabel tab. Unbabel can translate email messages, internal comments and chat transcripts.

Should your Case only contain a description, we can translate that as well, and you will find both in the Unbabel Translated Description under the Details tab and as a Translations Feed entry. The detected Unbabel Main Language will also be set there. 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).

You can alternate between the customer language and agent language views by clicking the language toggle button. The view displayed in the button is always the current view.

Notice the message is tagged according to some properties:

• Status: Translating or Translated
• Author: Agent or Customer
• Source: Original denotes the message is displaying as written by the author. Omission of the tag means you are looking at the translated output.
• Error: an error has affected the translation.

You can click the refresh button next to the language toggle to update the status of any translation entry.

Automatic translation

A case will translate automatically if it is owned by an Unbabel queue or if your Automatic translation settings so determine it. You can learn more about these features here.

Apart from this, any time the Translations Feed is loaded, we screen for any untranslated messages and send them for translation too. Note: the component needs to fully reload, so navigating tabs is not enough. You may need to click the refresh button to trigger missing translations.

Any time new translations are requested/incoming, we will use the selection of Unbabel Main language to determine the source language.

Human improved inbound translations

You can request a human improved version of an inbound MT only translation.

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, an Unbabel Translations Feed entry with the text undergoing translation will be created, which, once finished, is propagated as an email message in the customer's language in the native feed. 

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

Notes:

• If the translation doesn't appear in the feed after is has been completed, try refreshing it.
• All Unbabel outbound 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 internal comment 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

Translation deletion

Depending on your settings concerning Translation Requests deletion, some translations may be removed from a Case's Unbabel Feed. This is because the content displayed in that view is fetched from the Translation Request. 

Entering the Translations Feed should request new translations, provided the user accessessing it has the necessary Unbabel permissions.