1 - To use Unbabel to translate Kustomer messages, open any existing conversation from any of your available views.
Selecting any of the listed conversations will open the conversation thread. In the right panel, the Unbabel Insights Card will be visible under the conversation info panel. Any agent who is part of a team authorized to use Unbabel will see the Unbabel card upon opening a conversation.
Note: The card will appear provided the conversation is taking place in one of the supported channels (chat or email).
Learn more about the Unbabel Card in this article.
It is possible to distinguish the channel by the icon preceding the conversation. Among others, an envelope will signal email, while a speech bubble will flag a chat.
2 - Click on Assigned User, select an assignee that is authorized to use Unbabel and click Submit to assign the conversation.
3 - Click on Activate Unbabel and set the value to "True".
Activating Unbabel will trigger language identification and create a translation request for all messages present in the conversation that require translating. An internal note confirming the translation was requested will be posted in the conversation. Additionally, the agent and customer languages and the Unbabel ticket ID will be populated in the card.
If the language was incorrectly identified or you wish to work with a different language, follow these steps.
Note: if Activate Unbabel is already set to true, this step is not required.
Once the translation is done, another note containing the translation is added to the conversation. The note will be marked as being originating from Unbabel, will contain the translation direction (from and to languages) and all messages now translated.
You are now able to read and understand the customer's message.
4 - Reply to the customer by posting an internal note starting with #unbabel. Click on Add note and start typing #unbabel. The list of matching shortcuts will appear. Select the #unbabel shortcut and replace the templated text with the content for translation and post the note.
Note: do not format or change spacing for the trigger word. Merely replace the placeholder and type ahead.
5 - Different internal notes will confirm that the translation was requested successfully and that it is delivered. A public reply is posted in the conversation with the translated content and the message is sent/visible to the customer.
In case the translation is not successful, an error note will be created.
7 - If the conversation is taking place over email - the conversation is closed. If otherwise, it is taking place over chat - the conversations remains open.
8 - New inbounds messages sent by the customer will be automatically translated as long as Unbabel is set to active, and the conversation is set to open.
Note: this flow is valid for a standard, Marketplace release version of the integration. Changes to workflows may result in different behaviour.
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