Response Groups for Global Deployments

To be able to reply to email messages in more than one language, you must create a response group for each language and associate a profile with the response group. For example, if you plan to receive French messages, then create a response group named FRA Response Group and associate the profile [e-mail] with the response group. For information about how to create profiles, see Process of Setting Up Communications Driver Profiles. For information about how to create response groups, see Process of Setting Up Response Groups.

Each response group monitors a language response group. Create one response group for each language. For example, Communications Inbound Receiver for French monitors the profiles that are associated with FRA Response Group.

For each response group, you must pass the MsgDefaultLanguageCode input argument, which contains the default language of the email message, to the following workflows:

• eMail Response - Process Message

• eMail Response - Process Service Request

MsgDefaultLanguageCode is an argument in the workflow process. It specifies the language that the workflow process uses to set the language of a created activity record. For example, when a user sends an email to [e-mail], an activity record is created with a language of FRA. Assignment Manager can assign the activity to the agent who handles French email by using the activity language. For information about the input parameters to configure for response groups, see Adding Input Arguments to Response Groups.