Translating attachments in Salesforce Case

What is attachment translation?

Starting with version 2.32, agents can now translate attachments that end users send them with the new attachment translation feature. End users could already attach an image or file as reference material to the case, but agents can now translate these files to their language with the click of a button. This way, end users can now give agents much more context about their case, helping them to solve issues more quickly and efficiently than before.

Important: This new feature requires your organization to sign a new contract. To enable this feature, your administrator must submit a support request, then check the "Enable Attachment Translation" setting in the Custom Settings. If you try to translate an attachment through the app before this process is done, you will receive an error.

Supported sizes and formats

The file size is limited to 3Mb within Language I/O applications. The file translation feature supports the following file formats:

image/jpg
image/jpeg
image/png
image/bmp
image/gif*
application/msword
application/vnd.openxmlformats-officedocument.wordprocessingml.document
application/pdf**
application/vnd.ms-powerpoint
application/vnd.openxmlformats-officedocument.presentationml.presentation
application/vnd.ms-excel
application/vnd.openxmlformats-officedocument.spreadsheetml.sheet

* static gif only, not animated
** limited to 20 pages per document

Translating attachments

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).
First, translate the user's message, so that the engine detects 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 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.
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:

Note: These translations are meant for the agent's reference only and do not aim at recreating perfectly the original image or file in the target language. Some formatting artifacts or distortions may appear as a result of the translation process.