Troubleshooting error messages with Salesforce Case

Error: "There is nothing to translate. Please save a draft email and try again."

The Language IO application uses the Case email message draft for translation.

To check that you have the Setup > Support Settings > Enable Email Drafts setting enabled:

1. Go to Setup > Support Settings.
2. Enable "Enable Case Feed Actions" and "Feed Items".
3. Save.

Then:

1. Go to Setup > Support Settings.
2. Enable Enable Email Drafts.
3. Save.

Next, try to translate an email draft with Language IO:

At the lower right of the email composer, to the left of the "Send" button, there is a dynamic label that shows the status of the draft.  Wait a few seconds after you stop typing in the email composer, until the label changes to "Saved". You can then try to translate the email.

Error: "Customer's locale has not been detected yet"

This error happens when the "Customer" language field (in the top right) is empty. The Language IO application requires that a customer language (the "locale") be defined to translate the draft email into this language.

To set the Customer language, you can either:

• Translate any Case content from the customer
  If the app does not have a Customer language set, it tries to detect the customer language when you perform a translation of customer content. Use the Language IO Case translation component to translate the subject and description of a case or by doing partial translation (that is, translating a portion of a message to be translated). Once the translation is completed, the Language IO Email Draft component updates with the language code. You can then proceed to translate your outbound email.
• Manually set the Customer language
  Set the Customer language (to the corresponding locale code, for example "es" for Spanish or "de" for German) in the Case object field you chose as your Setup > Custom Settings > Language IO Case Public Settings> Locale Field Name setting field. Once you set the language (code) in this field on the Case, it takes a few seconds for the Language IO Email Draft component to update with this code. You can then proceed to translate your outbound email.

Issue: Email Draft Translation is Successful but Email Component does not display the translation unless the page is refreshed.

If the Email Draft translation is successful, but the email composer does not display the translation, the following message may appear:

To resolve it quickly, refresh the page. After you perform this action, the translation should show in the email composer.

This behavior usually means that Language IO does not have the correct Email Action Name mapped within the custom settings (Typically SendEmail but your organisation's naming conventions may vary). Contact your organisation's Salesforce administrator to fix this issue.

Issue: The Language IO Case Translation component does not show user-generated content (such as emails or events)

This issue happens when an agent views a Case that contains some user-generated content that should be translatable via the Language IO Case component, and sees that the component does not contain this content. There are no visible errors.

This typically happens because the agent is missing "Edit" access for at least some of the following object fields:

• Case.Description
• Case.Subject
• Task.Related To
• Task.Comments
• Task.Due Date
• Event.Related To
• Event.Description

To solve this issue, contact your Salesforce administrator so that they give you the correct privileges.