Multilingual Email Operations

Salesforce owns the customer channel and durable case record; Agent Studio supplies the AI workflow and assist experience

Multilingual Email Operations Salesforce owns the customer channel and durable case record; Agent Studio supplies the AI workflow and assist experience Salesforce — email channel, case data, automation, and agent workspace Customer · email + attachments · Architecture component Customer email + attachments Inbound Email · Salesforce Email-to-Case · Salesforce — email channel, case data, automation, and agent workspace · Salesforce Inbound Email Salesforce Email-to-Case Salesforce Case Communications · Case • EmailMessage • files · Salesforce — email channel, case data, automation, and agent workspace · system of record Case Communications Case • EmailMessage • files system of record Agent Studio · AI workflows • translation • attachment analysis • policy decisions • response drafting • Agent Assist catalogs and rail · Architecture component · one managed AI boundary Agent Studio AI workflows • translation • attachment analysis • policy decisions • response drafting • Agent Assist catalogs and rail one managed AI boundary Durable AI Results · translations • routing • evidence • decisions • draft · Salesforce — email channel, case data, automation, and agent workspace · Salesforce records Durable AI Results translations • routing • evidence • decisions • draft Salesforce records Agent Workspace · timeline • assist rail • review draft · Salesforce — email channel, case data, automation, and agent workspace · Embecta Case page Agent Workspace timeline • assist rail • review draft Embecta Case page Outbound Email · localized Salesforce reply · Salesforce — email channel, case data, automation, and agent workspace · Salesforce Outbound Email localized Salesforce reply Salesforce Customer · receives reply in their language · Architecture component Customer receives reply in their language invoke email workflow persist governed results approve response auto or approved localized reply Legend Frontend Backend Database Cloud External

Inbound

  • • Salesforce creates the Case, communication, and attachment records
  • • Salesforce invokes Agent Studio with the durable record context

AI decision

  • • Agent Studio translates, analyzes attachments, classifies, routes, and drafts once
  • • Tier 1 can respond automatically; Tier 2 and Tier 3 remain reviewable

Agent and customer experience

  • • The Case page reads long-lived results into the timeline and Agent Assist rail
  • • Approved English responses are translated before Salesforce sends the localized email

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