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 the language the ticket is considered to be in by looking at the widget under Customer Language.
The 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. You may correct the language by clicking the Change? link in the widget and selecting the new one from the drop-down list.
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.
Note that the ticket language is the language we assume the customer to be communicating in. Not to be confused with the agent's default language.