Enabling the translation of draft emails

The purpose of this article is to describe the process to allow agents to save email drafts. This way, they can save a draft response that they are working on, and come back to it later. Email drafts can be translated.

If you use Rapid Human Translation, you can also specify this in the settings.

Note: If an agent tries to translate a draft when this feature is disabled, this message appears:

Steps

To enable this feature, follow these steps:

1. Go to Setup > Support Settings (1).
2. Click Edit.
3. Enable "Enable Case Feed Actions and Feed Items" (2).
4. Click Save, then refresh the browser.
5. Enable the "Enable Email Drafts” option (3).
6. Save the settings.
7. (Optional) To enable the translation of the subject of outbound emails:
   1. Go to Setup > Custom Settings.
   2. Open the Language I/O Response Public Settings.
   3. Click Edit and check the “Enable Draft Email Subject Translation” option.
8. (Optional) To send the translation of a translated automatically when it is returned:
   1. Go to Setup > Custom Settings.
   2. Open the Language I/O Response Public Settings.

   3. Click Edit and check the “Auto-Send Email Draft” option.

      Note: Leave this setting unchecked to keep the translation in draft form in the case, until an agent manually sends it to the end user.
9. (Optional) If you are using Rapid Human Translation:
   1. Go to Setup > Custom Settings.
   2. Open the Language I/O Response Public Settings.
   3. Click Edit.
   4. Find “Email Draft Translation Type” and specify human instead of machine.
10. Save the settings.