Features - Thread translation

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 a change in language that includes translations of previous messages is necessary.

Thread translation behavior

If a customer sends multiple messages before Unbabel is activated, when an agent activates the tool, an internal note containing all pending messages will be posted with their translation into the detected language.

If the tool is kept active, new messages in succession will be translated individually, as we will have time to detect and post separate translated notes one by one.

However, for posterior messages, if the tool is activated a different time while more messages are still untranslated, we will only fetch and translate the last one. In order to request the translation of all existing inbound messages in a ticket, post an internal note containing #retranslate while Unbabel is active.

Once a translation for multiple messages is completed, we will post an internal note containing their translated content. Different messages are separated with plain text inside the internal note: example:

First message ends [end of message] ———————————————————————— [start of message] Second message begins.