Having trouble fully grasping the meaning of a translation for an inbound message? Inbound messages only run through a machine translation process by default.
In some cases, an agent would benefit from having a human counterpart review the message and deliver a new translation with native-level quality. We have included a feature allowing for such an improved translation to be requested.
In order to request an improved translation for the last translated message, open the Unbabel widget in the main menu. A message will confirm that a machine-only translation has been delivered. To request a human editor to review the translation, click the Upgrade button. As soon as it is completed, a new translation prepared by one of our editors will be posted in the ticket panel as a new internal note.
The feature is available to all agents using the app.
Before requesting the translation, we recommend that you make sure that the correct language is selected. Other factors such as wrong language or bad spelling may compromise the quality of the machine translation, and having an editor take a second look may not be the solution. You may want to reach out to the customer in these cases.
Should you have any questions about the feature or its intricacies, reach out to us at firstname.lastname@example.org.