How to request an improved inbound translation

Note: feature was deprecated in version 3.37 of the Unbabel for Salesforce Service Cloud package.

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.

Requesting an improved translation is performed differently depending on whether you're using the standard Translations Feed Layout or the Single Feed Layout.

Translations Feed Layout

1 - Open the Translations Feed under the Unbabel tab (or according to your layout).

2 - Click the "i" icon next to the email address to enter the EmailMessage record page. 

3 - You'll see the message written in the customer's language. Click the Translate button so you can enter the Message Content Translation page:

4 - You'll be able to see the "Request Human Translation" hyperlink. Click it to request a human translation for the message. 

5 - A human translation message will take longer to deliver. During edition, you will see this screen:

6 - Once the translation is complete, it will replace the previous, MT-only entry in the Unbabel feed and replace the content field of the Translation Request.

Single Feed Layout

If you are using the Single Feed layout, head to the case feed, and find the original source message. The process won't work if you attempt it from the translated message EmailMessage page.

1 - Click the "i" icon, and select View Email to enter the EmailMessage record page.

2 - Click the Translate button so you can enter the Message Content Translation page:

3 - You'll be able to see the "Request Human Translation" hyperlink. Click it to request a human translation for the message. 

4 - A human translation message will take longer to deliver. During edition, you will see this screen:

5 - 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.