Considerations and Limitations for Real-Time Translations on Service Email

• Translation doesn’t work on email in the Salesforce mobile app. It only works on a desktop browser.
• Translation only supports an email body that’s encoded in UTF-8.
• We can translate up to 10 kilobytes of email text at a time. If the text exceeds this size limit, the email isn’t translated.
• Translation doesn’t consider the Locale field on the user profile.
• Any formatting such as fonts, tables, or images is lost during the translation process. Formatting must be added to the text after translation.

• The Target language is the service rep’s language and the Source language is the language detected in the email that was received. Typically, this is the end user’s language. It could also be the language of a different service rep who responded in the email thread.
• The rep can set their preferred language (or the Target language) by clicking their user avatar and selecting Settings. After selecting Language & Time Zones, the rep can set the Language drop-down field. See a list of supported languages below.
• We only translate the content above the quoted previous email content. We attempt to detect quotation lines, but if unable to do so, more content could be translated.
• We show a disclaimer at the end of the translated email body, above detected quotation lines to indicate that it was translated. This disclaimer is subject to the supported languages for Service reps in case feed. See a list of supported languages below.

• In email composer translations, the Target language is the language of the email being replied to. This is most likely the end user’s language. However, if the previous email was from a different service rep, the Target language is the service rep’s language. When we detect the language of previous email, we only look at the content above quoted email content. This ensures the language is associated with the author of the most recent email, not the other authors in prior emails.
• In email composer translations, the Source language is the selected content to translate. In most cases, this is the service rep’s language.
• We add a disclaimer that the email has been translated. The disclaimer appears in the end user’s language. If the end user’s language is unsupported, the disclaimer appears in English. See supported languages below.
• Formatting, such as tables, images, or mixed fonts, aren't preserved in translation. Instead of selecting a whole table, select content in a cell of the table.
• If Reply with new content only is off, we recommend writing new content above the quoted previous email. Then, select the content that you want to translate above the quoted previous email content. To translate the quotation lines (including replied, forward indication, or date), we recommend selecting individual words to translate.
• If Reply with new content only is on, we recommend keeping the threading token, and not adding new content below it. If the threading token is not automatically inserted, we recommend adding new content from the top.
• To preserve the language of the previous email for translation, don’t delete the content of the email body, either manually or by selecting Clear email and revert.

Case Feed

• Source language: The end user’s language.
• Target language: The service rep’s language. See Considerations for Translating Emails in the Case Feed for instructions on how to set this language.

Email Composer

• Source Language: The selected content to translate. Typically, this is the service rep’s language.
• Target language: The language of the email being replied to. Typically, this is the end user’s language.

Supported Source Languages for Case Feed

Afrikaans, Albanian, Amharic, Arabic, Armenian, Azerbaijani, Bengali, Bosnian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dari, Dutch, English, Estonian, Farsi (Persian), Filipino (Tagalog), Finnish, French, French (Canada), Georgian, German, Greek, Gujarati, Haitian Creole, Hausa, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Malayalam, Maltese, Marathi, Mongolian, Norwegian (Bokmål), Pashto, Polish, Portuguese (Brazil), Portuguese (Portugal), Punjabi, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Spanish, Spanish (Mexico), Swahili, Swedish, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Uzbek, Vietnamese, Welsh

Supported Target Languages for Case Feed

Arabic, Bulgarian, Catalan, Chinese (Traditional), Chinese (Simplified), Croatian, Czech, Danish, Dutch, English, English (UK), Finnish, French, German, Greek, Hebrew, Hungarian, Italian, Indonesian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Romanian, Russian, Slovene, Slovak, Spanish, Spanish (Mexico), Swedish, Thai, Turkish, Ukrainian, Vietnamese

Supported Source and Target Languages for Email Composer

Afrikaans, Albanian, Amharic, Arabic, Armenian, Azerbaijani, Bengali, Bosnian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dari, Dutch, English, Estonian, Farsi (Persian), Filipino (Tagalog), Finnish, French, French (Canada), Georgian, German, Greek, Gujarati, Haitian Creole, Hausa, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Malayalam, Maltese, Marathi, Mongolian, Norwegian (Bokmål), Pashto, Polish, Portuguese (Brazil), Portuguese (Portugal), Punjabi, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Spanish, Spanish (Mexico), Swahili, Swedish, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Uzbek, Vietnamese, Welsh

Supported Languages for Custom Terminology File

Afrikaans, Albanian, Amharic, Arabic, Armenian, Azerbaijani, Bengali, Bosnian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dari, Dutch, English, Estonian, Farsi (Persian), Filipino (Tagalog), Finnish, French, French (Canada), Georgian, German, Greek, Gujarati, Haitian Creole, Hausa, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Malayalam, Maltese, Marathi, Mongolian, Norwegian (Bokmål), Pashto, Polish, Portuguese (Brazil), Portuguese (Portugal), Punjabi, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Spanish, Spanish (Mexico), Swahili, Swedish, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Uzbek, Vietnamese, Welsh

Supported Languages for Translation Disclaimer for Case Feed and Email Composer

Arabic, Bulgarian, Catalan, Chinese (Traditional), Chinese (Simplified), Croatian, Czech, Danish, Dutch, English, English (UK), Finnish, French, German, Greek, Hebrew, Hungarian, Italian, Indonesian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Romanian, Russian, Slovene, Slovak, Spanish, Spanish (Mexico), Swedish, Thai, Turkish, Ukrainian, Vietnamese

• Your file should be UTF-8 encoded.
• When you format your file, keep it uncluttered. Only include terms that you want translated or preserved in a particular way.
• The terminology file is case-sensitive. If you want both the capitalized and non-capitalized versions of a word translated, include an entry for each version.
• Special characters and formatting don’t always translate into another language. Avoid these if possible.

We also recommend reviewing limitations before preparing your custom terminology file.

• Your custom terminology file is considered at translation, but it’s not guaranteed that the translation service will implement it accurately.
• You can upload one custom terminology file at a time. A new upload replaces the former upload.
• The maximum custom terminology file size is 10 MB.
• The maximum number of target languages per custom terminology file is 10.
• The maximum source and target text length per custom terminology term is 200 bytes.

We also offer examples of formatting .csv or .tmx file types.

en,es,fr,it
Ursa Major Solar,Ursa Major Solar,Ursa Major Solar,Ursa Major Solar

<?xml version="1.0" encoding="UTF-8"?>
 <tmx version="1.4">
  <header
     creationtool="XYZTool" creationtoolversion="0"
     datatype="PlainText" segtype="sentence"
     adminlang="en-us" srclang="en"
     o-tmf="test"/>
  <body>
    <tu>
      <tuv xml:lang="en">
        <seg>Amazon Photos</seg>
      </tuv>
      <tuv xml:lang="fr">
        <seg>Amazon Photos</seg>
      </tuv>
      <tuv xml:lang="es">
        <seg>Amazon Photos</seg>
      </tuv>
    </tu>   
  </body>
 </tmx>