Translating Attachments in Salesforce Case

What is attachment translation?

Starting with Language IO Response version 2.32, agents can translate attachments from end users with the click of a button.

Max File Size and Supported Types

The maximum file size that can be translated is 3Mb. 
The file translation feature supports the following file types:

• image/jpg
• image/jpeg
• image/png
• image/bmp
• image/gif (static gif only, not animated)
• application/msword
• application/vnd.openxmlformats-officedocument.wordprocessingml.document
• application/pdf (max. 20 pages per document)
• application/vnd.ms-powerpoint
• application/vnd.openxmlformats-officedocument.presentationml.presentation
• application/vnd.ms-excel (advanced formatting may be lost)
• application/vnd.openxmlformats-officedocument.spreadsheetml.sheet

"Machine Translated" Watermark

Whenever possible, the translated document will include a watermark to indicate that the file was machine-translated. For example, for documents translated by Google, the watermark may look like this:

Language IO can currently show this disclaimer in PDF files, but not in DOCX or PPTX files.
 

Translating Attachments

1. To translate attachments, open the relevant case in Salesforce. You can see that the user sent an attachment (1). To start translating the case, open the LIO tab (2).
   
2. First, translate the user's message, so that the engine detects the user's language: 
   
3. The language is detected:
   
4. Next, click Translate next to the attachment itself to translate it. In this case this is a JPG image file:
   
5. The following message appears:
   
6. When the translation is complete, you can see the label change to the following:
   
7. You can also see that the Attachments section in your user interface now contains booth 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. 

8. 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:
     

   Important: These translations are meant for the agent's reference only and do not aim at perfectly recreating the original image or file in the target language. Some formatting artifacts or distortions may appear as a result of the translation process. This is a normal occurrence caused by the automated Optical Character Recognition (OCR) process. While most differences do not impact the agent’s ability to understand the content, in some instances, they might need further guidance. 
   For example, formatting elements like strikethrough text (like this ) might not be rendered correctly after OCR processing.
     
   Language IO recommends that agents double-check the translated files and compare the formatting from the translated version to the original if there are questions.

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.