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.
To request an improved translation, head to the case feed, and find the original source message. The process won't work you you attempt it from the translated message. Click the "i" icon, and select View Email to enter the EmailMessage record page.
Click the Translate button so you can enter the Message Content Translation page:
You'll be able to see the "Request Human Translation" hyperlink. Click it to request a human translation for the message.
A human translation message will take longer to deliver. During edition, you will see this screen:
Once the translation is complete, it will be posted in the feed. An upgraded message will always create a new entry, regardless of any other messages translated and posted in the meantime.