How to change channels midway through a ticket conversation

It is possible to use Unbabel to translate a message via a different channels while a chat or messaging conversation is ongoing. This way, you can send a translated email message to the customer, and resume translating chats once you are done, as many times as it proves necessary.

To change the channel, simply select the new intended channel from the dropdown list, type your text in a public reply or internal note and click the Unbabel button. Note: you need to use the Unbabel translate button. Internal notes containing #unbabel won't work on the channel change. You can resume that method after the first message is translated.

Changing from Email to Chat/Messaging

When the change is occurring from email to chat/messaging, the first translation is not posted as a public reply immediately. This is due to a Zendesk API restriction. The translation is posted as an internal note instead, which can be copied and sent as a chat/messaging public reply. The normal flow resumes after that.