There are three paths case comments can have. This is due to the Treat Comments as Foreign custom setting that can be either checked or unchecked.
What is Treat Comment as Foreign:
- When Treat Comment as Foreign setting is checked, it is able to translate Case Comments that are created by the customer into the Agent’s language.
- This setting being checked does not prevent the Agent from creating an internal comment.
- When this setting is unchecked, Case Comments are treated as if they were internal.
A. Treat Comment as Foreign Checked - Customer Creates Case Comment:
Agent One receives a Case Comment that was created by the customer
Agent One can translate once, retranslate once, and partially translate unlimited times.
When Agent Two receives the case, they can view the case comment with Agent One’s translations blurred out.
Agent Two can translate, retranslate once, and partially translate unlimited amount of times.
B. Treat Comment as Foreign Checked - Agent Creates Internal Case Comment
Agent One creates an internal case comment in their own language.
If Agent One tries to translate this comment, they receive an error because they are trying to translate English to English.
Agent Two then can view the Case Comment and translate it into their language.
C. Treat Comment as Foreign Unchecked - Agent Creates an Internal Case Comment.
Agent One creates a case comment, they can translate it into the customer’s language.
Agent Two then can view the case comment.
When Agent Two translates the case comment, it translates into their language.