In Kustomer, all conversations are listed in the center panel. It is possible to distinguish the channel by the icon preceding the conversation. Among others, an envelope will signal a ticket, while a speech bubble will flag a chat.
Selecting any of the listed tickets will open the conversation thread. In the right panel, the Unbabel widget will be visible under the ticket info. Any agent who is part of a team authorized to use Unbabel will see the Unbabel widget upon opening a ticket (it may prove necessary to scroll further down the right panel).
- Activate Unbabel
Unbabel will be deactivated by default (unless you have configured it otherwise) - meaning no translations will occur until the value for the Activate Unbabel field is set to True. Once this occurs, all inbound messages will be translated - either in a singular message mode or by thread translation, and language identification (unless the ticket language is specified upfront) will occur.
- Agent Language
The language the agent is expected to write in and will be considered source language for any outbound translation request. It is possible for the admin setting up the integration to lock the language to English.
- Customer Language
The widget will additionally allow the agent to manage some language settings by selecting the customer language, which will be considered the source language for inbound translations - forming a language pair with the agent's language.
- Unbabel Ticket ID
This is the identifier you need to provide to Unbabel for any troubleshooting or quality reports.
- Outbound translation Status
Will display the translation status of the last outbound translation request. Just below it, you can find the date and time of the last update and a button to request an immediate update to it.
The workflow - inbound translations
Translations for inbound messages are posted as internal notes, starting with the word Unbabel - as all notes that result from our actions. While a translation is occurring, a note displaying Translation in progress will appear and give way to the translation once completed. Inbound translations will happen every time a new message comes in, provided Unbabel is active, or for the last untranslated message once you activate it - to see how to translate all untranslated messages, read this article.
If you need to change the language (such as in a case of wrong detection), a note stating that the language was changed will be posted. However, a new translation will only appear, and the new language will only be set if you create a new internal note with the shortcut #retranslate.
Sending an outbound translation
In order to reply to a customer, select the reply tab of the message box and start typing #unbabel, which will prompt the selection of a shortcut that will populate the trigger word into the message box. Select the shortcut action and type the message replacing the placeholder [INSERT TEXT HERE].
Note: do not format or change spacing for the trigger word. Merely replace the placeholder and type ahead.
Internal notes posted by Unbabel will let you know if the translation request was successful, or if it failed for some reason. An ongoing translation will be preceded by a note reading Translation from en to X requested successfully!, and once completed, another note will display Translation delivered successfully, see below! The translation will be posted as a public reply beneath and result in an email sent to the customer.
Apart from the internal notes confirming the request and success of the translation, the Unbabel widget will display a Status value indicating what is the current status/step of the translation request of the last outbound message.