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

Translating new drafts

Once you start typing in the email publisher, a draft will be created and auto-save frequently. When you click the translate button in either one of the components, a translation request is created with the version of the draft existing at that moment. If you change the draft in the meantime, those changes will not reflect in the returned translation.

Similarly, if you try to use the components a second time with the same email draft (that is, just by replacing the delivered translated text with a new one) you will run into the "Your draft email was already translated" error:

To generate a new request, please make sure to discard the existing draft and write a new one.

Additional Notes

• You shouldn’t discard the draft while the translation is in progress
  • If you do, the translations won't populate/send
• You cannot have a draft saved on Unbabel’s Email publisher
  • If you do, an error message stating a draft already exists will display. Delete any previous drafts
• Selected From Email should be an org-Wide Address
  • The component will read from any Org-wide email in the Organization, and not rely on the Unbabel SC Configurations for emails
• To Address must be filled
  • The component will not create a transataion and throw an error message if it isn't
• Currently this feature does not support merge fields