Phrase Language AI (PLAI) can be used as a translation engine in Salesforce Service Cloud through the Verbis integration. This enables real-time multilingual communication within Salesforce for customer support environments handling conversations in multiple languages.
This integration consumes Machine Translation Units (MTUs).
Supported Service Cloud workflows
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Case Management (email-based support)
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Live Chat
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Messaging channels (e.g., WhatsApp, Facebook Messenger, website chatbots, if configured in Salesforce)
Translation Workflow
When Phrase Language AI is configured as the translation engine in Verbis, incoming customer messages are automatically detected and translated. Agents can compose responses in their native language while outgoing replies are translated into the customer’s language.
Both the original and translated messages remain available in the conversation. The original message remains accessible through a hover or toggle option. When multiple agents participate, each agent can select a preferred language and the conversation is rendered accordingly.
Translations are processed synchronously to support real-time chat communication.
Language Detection and Fallback
Language detection is supported for messages containing 10 characters or more. Very short messages may reduce detection accuracy.
Fallback translation handling is centrally managed within the integration, and no additional external translation configuration is required.