Thread translation

Note: Thread translation is only in use with the Single Feed version of the Integration. Since the Translations Feed will search and display all translations for a given messages individually, it does not apply there.

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, if the ticket is escalated or handed over between agents with different language settings, or if no translation happened automatically up until a point the agent needs the content to be translated.

When a case is translated for the first time we will translate all messages in the ticket's history to the agent or queue's language, so that any new user does not lose any context, provided the language pair in question is valid and subscribed.

The resulting translation is posted as a new feed entry, where inbounds, outbounds and even internal comments are all segregated and easily identifiable.