Translating Attachments in Salesforce Case
Starting with Language IO Response version 2.32, agents can translate end-user attachments with the click of a button.
Important: If your current Language IO subscription term started before November 19th, 2024, an amendment is required to begin using this new feature.
Note: See File Translation | Supported File Types for supported file types, size limits, and other file translation considerations.
Translating Attachments
- Open a Case where the user has sent an attachment (1).
- Open the Language IO Case component (in this example, under the "LIO" tab) (2).
- Translate the user's message to detect the user's language:
- The language is detected:
- Next, click Translate next to the attachment itself to translate it. In this case, this is a JPG image file:
- The following message appears:
- When the translation is complete, you can see the label change to the following:
- You can also see that the Attachments section in your user interface now contains both the original attachment and the newly translated file:
You can now use the translation for more context to help solve your user's issue. Translated attachments appear as a new record on the attachment object related to the case. - Here are the two files side by side (this example used a quote from Argentine poet Julio Cortázar. The original is on the left and the translation is on the right:
Translating Multiple Attachments
You can see that you received multiple attachments as they appear as a list in the LIO tab:
Click the attachment area to expand and see all the attachments. Each attachment has its own Translate button. Follow steps 4 to 6 from the previous section for each attachment that you want to translate. It is not possible to bulk translate all attachments in a single action.