Selecting the language of a customer to translate an outbound case

Sometimes, an agent may need to translate and send an email to a Customer outside of an existing or incoming Case. The purpose of this article is to show you how to do this.

There are two parts to this process:

• Configuring a language list in Custom Settings
• Using the list to select the language in your Language I/O widget

Configuring a language list in Custom Settings

To select a language, you must create a language list in your Language I/O widget. To create this list, follow these steps:

Create a Picklist Value Set.

1. From Setup, look for Picklist Value Sets in the Quick Find box:
   
2. Click New next to Global Value Sets.
   
   (Click to enlarge)
3. Enter the required information in the form.
   Note: Label, Name, and Description are up to the customer. However, the API Names of the values in the picklist must match the locale codes and languages that are configured for your Language I/O account. in case of doubt, ask your Language I/O Customer Success Manager for a list.

Create a Picklist Field in the Case Object

1. Open the Object Manager.
2. Click on Case then Fields and Relationships then click New:
   
3. Select Picklist as a field type, then click Next.

4. Enter the required details (field label, field name, etc.). In Values select Use Global Picklist Value Set and select the Global Picklist that you created in the previous step:
   

5. Click Next.
6. Make the field visible for all profiles that are using Language I/O for translation.
7. Click Next.
8. Add the field to the case page layouts that use the Language I/O plugin
9. Click Save.
10. Copy the field name of the field you just created. You will need it in the next step.

Add Picklist Field to the Custom Settings

1. From Setup, look for Custom Settings in the Quick Find box:
   
2. Click Manage next to "Language I/O Response Public Settings":
   
3. Click Edit at the top and paste the field created in the previous step next to Locale Field Name.
   Note: Make sure to include all underscores and “__c” if applicable when you paste the field name.
   
4. Click Save.

Using the list to select the language in your Language I/O widget

Now that you prepared the list in your Custom Settings, you can use it to select the language for your email. The following steps assume you are in the case record page, ready to send an email to a customer. However, you can also use this process when you reply to a customer with a post comment.

1. In the Details component, find the picklist that you created in the previous section.
2. Select the customer’s language from the picklist, and click Save. Your selection is now reflected in the Language I/O Email Draft widget, next to "Customer":
   
   (Click to enlarge)
   Note:

   • It might take a few seconds for the Language I/O Email Draft widget to update the customer language.
   • The widget reflects the field name. This might differ from the field value.

You can now type an email draft in your preferred language. When you are ready, use the Language I/O Email Draft widget to translate the body and subject of the email to your customer’s language.