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 confirm the result returned by the process in the first translation posted as a private note.
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, which deems changing the ticket language necessary.
In order to change it, post an internal note containing only #language XX, where XX is the code for the language.
In case the used code is not a valid one, an error message will display stating that “Couldn't find a language with that code 'pt-pt'. If the change is invalid, the message "Can't change the customer language from XX to YY" will display instead, or if the language is unsubscribed, you'll see that "The language was changed to XX, but it's not supported or part of the Unbabel subscription".
If the change is successful, a new translation for the last inbound message will appear.
Find below the list of codes for the different languages at Unbabel.