3777403 - Autoflow Email notifications incorrectly use default template language for Cases

• Language not determined in autoflow email notifications for cases created from email.
• Notifications are sent only in the default language maintained at the email template, not in the case or customer language.
• The issue occurs only for cases created from inbound email; manual case creation works as expected.

SAP Service Cloud Version 2

1. Send an email to the configured inbound email address that creates cases.
2. Ensure the sender is a contact or individual customer with a language set (for example, Dutch).
3. Confirm the case is created and the case language is copied correctly from the related contact or individual customer.
4. Observe that the autoflow email notification is sent using the template’s default language instead of the case/customer language.

An additional recipient defined in the autoflow email action has a communication language that is maintained within the Employee Work Center and that is not available among the template’s maintained languages. When recipients have different communication languages, the system detects multiple languages and uses the template’s default language for all recipients.

1. Review the autoflow email action and check all configured recipients.
2. If an extra recipient is not required, remove the recipient from the autoflow to avoid mixed-language evaluation.
3. If recipients are required, ensure each recipient’s communication language which is maintained in the Employee work center uses the language variant maintained in the email template.
4. Alternatively, adjust the recipient’s user language to one of the languages available in the email template.
5. Save the changes and retest by creating a case from inbound email to confirm the email is sent in the intended language.

Email template language selection behavior in autoflow

3749855 - E-mail Template Placeholder By Autoflow does not show in recipient language

autoflow, email notification, language determination, default language, case language, recipient language, multilingual template, email templates, inbound email, service cloud v2, template variant, employee language, mixed recipients, case created from email, notification language , KBA , CEC-CRM-TMP , Templates for SAP Sales/Service Cloud , CEC-CRM-AFL , Autoflow for SAP Sales/Service Cloud , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem