The thread translation feature was designed in order to ensure that no translations are missed if the customer sends several inbound messages in a row or if the ticket is escalated or handed over between agents with different language settings.
Should a change in the language settings for the agent or ticket occur, we will translate all messages in the ticket's history so that any new user does not lose any context, provided the language pair in question is valid and subscribed.
When the applet fires a thread translation request and once the translation is completed, we will post it under a new internal note, compiling and numbering all messages translations up to that point.
It is also possible to manually request a full thread translation of public replies in the ticket. The following commands have the effect:
- #thread in → This will create a thread translation containing only inbound messages
- #thread all → This will create a thread translation with all public messages
Note: if this feature doesn't work, please re-install your webhooks.