Multilingual email operations in Salesforce¶
Status: Current | Last reviewed: 2026-08-12
Multilingual email operations turns an incoming email and its attachments into a routed Salesforce Case with translation, evidence, policy decisions, and a prepared response. Straightforward Tier 1 requests can be answered and closed automatically; Tier 2 and Tier 3 requests stay with an agent.
What happens to an incoming email¶
Send MedTech demo messages to medtech@trueserve.ai. TrueServe:
- preserves the original message and attachments;
- creates the Case through Salesforce Email-to-Case;
- detects the language and creates an English working translation;
- reads supported attachments and extracts structured details;
- classifies the intent, region, automation tier, and destination queue;
- stores its evidence and item-level decisions on the Case;
- creates both an English draft and a sender-language draft once;
- either sends an eligible Tier 1 reply or presents the result for review.
The record page does not rerun AI when it opens. It reads the analysis already stored in Salesforce.
MedTech email Cases use the MedTech record type. The Case changes to Working while the workflow is analyzing it. Tier 2 and Tier 3 Cases change to Escalated when the AI result is ready for an agent; eligible Tier 1 Cases close after successful delivery. The MedTech compact layout omits unrelated healthcare-provider fields such as Complexity, Case Reason, and Case Flag.
Read the Agent Assist rail¶
The Email Copilot rail can show four cards. Communication content stays in the full-width Communications timeline instead of being repeated in the sidebar:
| Card | What it shows |
|---|---|
| Email overview | sender, language, intent, tier, region, route, status, and confidence as stacked fields that wrap in the sidebar |
| Research | one Integrated System Details tile per invoice, line, order, or other item, with its outcome and citation |
| Evidence | one expandable tile per inbound attachment or matched business record |
| Reply recommendation | response type, rationale, tone, and the action to review the prepared response |
A card appears only when its data is available. If the latest relevant email was already sent, Reply recommendation is hidden.
Review the communication timeline¶
The Case opens on Communications, which lists received and sent emails from oldest to newest. Select any item to expand it. Incoming messages show the original beside the English translation; sent messages show the customer-language delivery beside the English working copy.
Attachments appear beneath the communication that carried them. Select Open original to view or download the Salesforce attachment. New workflow runs also provide View translated contents, containing the translated OCR text and a short English summary. Older analyzed attachments show their existing OCR summary when a full translation was not stored.
Attachment translation preserves readable text, identifiers, dates, amounts, and table order, but it does not currently produce a second translated PDF. The original file remains unchanged.
Review and send a response¶
- Select Review draft on the Reply recommendation card. Salesforce reloads the AI-generated draft from the Case analysis before opening the modal.
- In Review response, confirm or edit the recipient and subject.
- Review and edit the single English Response field. The banner identifies the customer language and explains that translation happens automatically.
- Select Translate & send. Salesforce stores the approved response, starts translation and secure delivery in the background, and closes the modal. You can continue working while the Reply recommendation shows delivery progress.
After delivery succeeds, Salesforce records the sent EmailMessage, marks the analysis Sent, shows a success notification, refreshes the rail, and removes the progress card. If the Case has no analysis or its analysis has no AI draft, Salesforce shows an error instead of an empty composer. If delivery fails, the rail returns to a retryable recommendation and Salesforce shows the retained error without creating a false sent record. Salesforce blocks another submission while delivery is active or after the analysis is marked sent.
Customer-facing subjects and bodies may use the Salesforce Case Number, such as 00020427, as their reference. They never include the internal 15- or 18-character Salesforce record ID.
The EmailMessage Text Body contains the approved English response. Email Language is English, while Translated Subject and Translated Text Body contain the localized content delivered to the customer.
Automation tiers¶
- Tier 1: the workflow has enough evidence and policy authority to send a localized reply and close the Case.
- Tier 2: the workflow resolves the facts and prepares a reply, but an agent must review and approve it.
- Tier 3: the workflow routes an ambiguous or specialist request with the available context; it does not auto-send.
Troubleshooting¶
If the rail shows a loading stencil, allow the profile, catalogs, and Salesforce context to finish loading. If it resolves to No suggestions right now, check that the Case has a completed TrueServe email analysis and that the Agent Assist component uses the embecta-support profile and TrueServe_Context_Email_Operations Flow.
If Review draft does nothing, confirm that TrueServe Email Actions is present once on the same Lightning record page and that the current adapter version is installed. The adapter supports both the managed-package and legacy TrueServe External Event channels. If sending fails, check the toast message and the tenant email integration; no sent EmailMessage should be created for a failed delivery.
If the recommendation remains after a successful send, refresh the Case and verify that the newest relevant EmailMessage is outbound with Salesforce status 3.
See Salesforce Agent Assist profiles for profile and App Builder configuration.