Mapping the correct Email Action Name in Custom Settings

Sometimes, the Email Draft Translation is successful but the Email Component does not show the translation. For example, you may have to refresh the page to successfully display the Email Draft Translation. This is typically caused by an incorrect mapping of the Email Action Name in your custom settings.

Mapping the Email Action Name correctly

1. Go Setup > Object Manager > Case > Case Page Layouts > {layout that you use}. Suppose for this example that you have a layout called “Case (Support) Layout”:
   
2. Go to Quick Actions:
   
3. Hover your mouse over the Email action being used. The name you are looking for should be greyed out: This means that it is in use.

4. Write down the name.

   Note:

   • In this example, the name is Case.SendEmail (This is the default).
   • You only need the SendEmail part.
   • SendEmail should already be configured in custom settings, but this may vary.

   

5. Go Setup > Custom Settings and click Manage next to the Language IO Response Public Settings.
6. Click Edit.
7. Find the "Email Action Names" setting and enter the name you wrote down in step 4.
8. Click Save.

If the Custom Settings were already correctly configured, but you still encounter issues, submit a Support request.