Under rare circumstances, a translation may run the entire course of our pipeline, be delivered to Kustomer but fail to populate the conversation and generate a reply to the customer.

Typically, you would find your ticket having both the Outbound Translation status reading Delivered, and the last internal note stating Translation delivered successfully, see below!, but the translation still not appearing on the ticket.

When this is the case, by submitting an internal note with simply #getoutbound you will fetch the translation from Unbabel and have it posted to you as an internal note. You can then copy its content and send it as a public reply to the end customer.

Should the internal note fail to be posted, we can still help you. Reach out to customer.happiness@unbabel.com or fill out our form to obtain the unformatted, HMTL-free reply.