Set available From Addresses and Email Templates dynamically using custom fields

With the aim of reducing agent handling time, Unbabel has enabled SF admins to restrict or default certain parameters of the Unbabel email composer based on values populating Case custom fields. This allows you to attribute certain values to custom fields based on Record Types, effectively dispensing agents from having to select from multiple values and reducing search time and number of clicks.

To enable these features, visit the Unbabel SC Configurations menu.

From Addresses

In the “Email Translation Action configuration” section an admin can define from the existing org-wide-addresses which email addresses should appear in the field “From” on the email translation composer. However, this functionality is not dynamic according to the typification of the case. The emails defined as available to Unbabel appears indistinctly to all users.

In order for the “From” in the Unbabel’s email composer to be case specific we can leverage the functionality under the tab “Email Composer Configuration”, by having the composer fetch the values from a Case custom field.

1 - To add a new field to the configuration click “New Configuration”

2 - Select “Available From Addresses”

3 - Type the api name of the field you want to read the values from.

4 - Click “Save”

The configuration will be saved and shown on the table.

Now if the case has semicolon (“;”) separated emails on that determined field, they will become available on Unbabel’s Email Composer “From field” dropdown list, as in the example below. You can enforce this field and parameters upon case creation.

Important Notes:

1. The emails must be “;” separated. Ex: john.doe@acme.com;jane.doe@acme.com
2. The emails must be org-wide-addresses
3. The profile of the Integration user must have access to the emails. Failure to do so will result in the translation being requested, but not sent to the end-user
4. The emails set on the field will appear in the same order
5. If emails are selected on the “Email Translation Action configuration” tab on Unbabel’s SC Configurations Menu they will appear after the values of the field you’ve selected

Email Templates

In the “Email Translation Action configuration” an admin can define the default Email Template Id. However, this functionality it’s not dynamic according to the typification of the case.

In order to have a specific EmailTemplate per Case on Unbabel’s email composer we can leverage the functionality under the tab “Email Composer Configuration”, forcing the composer to load a pre-defined template based on the value of a custom field.

1 - To add a new field to the configuration click “New Configuration”

2 - Select “Email Template Id”

3 - Type the api name of the field you want to read the values from.

4 - Click “Save”. The configuration will be saved and shown on the table.

Whenever a user loads the Unbabel composer in a case with a determined Template inserted in the custom field, the template is immediately populated, without the need to select from the template handler.  You can enforce this field and values upon case creation.

Important Notes:

1. The value set on the case field must be a valid EmailTemplateId
2. If there is a value on the selected field it will override the overall default value defined under the “Email Translation Action configuration” tab