Future state

Beyond the app — multilingual everywhere a resident shows up

The mobile app was the entry point. The Community Sprint then mapped how multilingual support should follow residents across every Salesforce-powered channel: Agentforce, Knowledge, CRM data, WhatsApp, SMS, RCS, Apple Messages for Business, Instagram, and human service teams.

Once translation of the Hyde Housing mobile app — built on Experience Cloud and packaged through Mobile Publisher — was framed correctly, a bigger question opened up. Residents do not stay inside one app. They start in the app, switch to WhatsApp, text an SMS, send a DM on Instagram, ask a question to Agentforce, or call a human agent. The preferred language they set in one place has to follow them everywhere.

The sprint mapped this future state explicitly. The goal was to describe a single multilingual person-engagement capability, not a website translation project — and to show what each surface needs to support it.

Person touchpoints

Every channel needs translation

Experience Cloud

Agentforce

SMS / RCS

Mobile Publisher

Knowledge

Web Chat

CRM Data

Human Agents

Notifications

Translating one of these is a website project. Translating all of them is a person engagement program.

Channel by channel

What each channel needs in the future state

The sprint walked each channel a Hyde resident might touch next, capturing what "multilingual" actually means there.

Experience Cloud

Translate LWR and Aura sites, including dynamic components, authenticated journeys, and forms — not just static page text.

Enhanced Web Chat

Detect language per session, route to the right Agentforce experience or multilingual queue, and translate transcripts in both directions.

Localize templates per language and region, translate inbound and outbound messages, and preserve consent and context on language switches.

SMS

Manage per-locale templates with length-aware translation and carrier-safe formatting. Memory and glossaries keep marketing and service consistent.

RCS

Rich card content and suggested replies need localized labels per language. Plan fallback paths to SMS when RCS is unavailable.

Apple Messages for Business

Localize business listings, interactive messages, and Agentforce responses while respecting Apple's content guidelines per region.

Instagram

Direct message translation for service inquiries, with glossary enforcement on brand and program terminology.

Mobile Publisher

App store metadata, push notifications, onboarding, offline content, and in-app Agentforce all need separate localization tracks.

Agentforce

Salesforce-native agents that detect language, consult translated Knowledge, apply glossaries, and hand off to multilingual humans when needed.

Knowledge

Translate articles with memory and human review so every language stays in sync as the source content changes.

Translation Studio

A Salesforce-native translation platform unifies memory, glossaries, AI translation, and review queues across every channel.

From map to architecture

With the future state mapped, the sprint moved into architecture: three approaches to support multilingual residents at this scale, the role of Agentforce, and how a Salesforce-native translation platform fits in.

Architecture options Agentforce deep dive Translation platform

Multilingual person engagement

Build a multilingual Salesforce experience that serves every person

Learn from Hyde Housing's journey and accelerate your own multilingual transformation across Experience Cloud, Agentforce, Mobile Publisher, Knowledge, and messaging channels.

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