Whenever a new message is received or created in a ticket, Unbabel will run a language identification process based on the content from that message to determine its language. As a result, the language for the ticket (the customer's language) will be established based on that result.
You can see and change the language the ticket is considered to be in by looking at the bottom of the widget. Below the translation status for the last message, we will list the Customer Language and allow you to pick from the list of supported languages.
The identification process may return incorrect results under certain circumstances, namely when languages share the same words, the text contains few words or too many special characters or numbers.
This feature can be used if the customer changes the language of the messages mid-way through a ticket. Changing the language will trigger a new machine-translated inbound message. It is important to keep the language correct at all times since it will determine the language pair of the translation request.