There are two translation models you can choose from when using Unbabel for Helpshift Emails. This will allow you to choose whether all translations that are detected in the language you support.
Automatic translation is set by default. With this model, all incoming inbound messages, provided that they are written and detected in a supported and subscribed language, will be immediately sent for translation and an internal note containing the translated output will be posted as soon as ready. This will allow your agents to have a translation available as soon as they enter the ticket.
It could be the case that you don't want a translation to immediately fire, and instead allow the agent to request it manually. If that is the case, you can enable Start On Demand translation. With this model on, a ticket will only be initialized and recognized by Unbabel if the agent clicks to start Unbabel. The translation will be posted then, and the normal Unbabel flow started.
To enable Start On-Demand, check the option with the same name under Translation Settings in the Settings page, by clicking Edit, ticking the box, and saving your changes. Likewise, perform the opposite action if you wish to revert to Automatic Translation.