Language for automatic replies in case queue

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Posted on by peterhoyer

Hi everyone,

I have created 4 queues handling incoming emails with support requests in 4 languages. The idea is that customer will receive different automatic replies depending on the language in wich they have written us.

My expectation was that either directly in the queue settings or at least in the default fields of the Create Record flow, there would be a parameter to tell the system the language of the request. I could not find any such option and even, once created, there is no such field not even in the request itself. So, if one uses the email templates which actually allow to create versions in different languages, how will the system knwo which language to select?

The alternative would be to forget about the language and to use different email templates just based on the queue. Is there a way to handle this through the templates menu or is the only way to go through flows in this case?

Thank you in advance for any ideas and suggestions.

Regards
Peter

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Hi Peter,

Unfortunately, you can’t reply different email template based on language of incoming emails, there are no any OOB settings and fields to specify language.

In fact, when you use ‘Automatic record creation and update rules’, the queue is firstly you need select, then you can set condition with OOB attributes and actions in step two, which means that you can't select queue based on email language dynamically.

Lastly, you can just choose one reply email template in the rule, the rule just for one queue.

So you need create four queue and four rules based on these four queues,then you can select different reply email template based on the queue in the rule, the customer with different language should send email to different queue.

Regards,

Leah Ju

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prt33k 6,907 on at

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Hi Peter,

You can do it using AI Builder.

You can create a power automate flow which triggers on email creation under 'Received' status.

Then you can call the AI Builder to determine the language of description text.

https://docs.microsoft.com/en-us/ai-builder/flow-language-detection

Based on result, you can then create a queueitem for that email to language specific queue.

Thanks,

Prateek

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