FAQ

What happens if an agent selects the Customer Language in a newly created conversation before switching Activate Unbabel to True?

• Unbabel will rely on the selected Customer Language instead of attempting to identify the language.

Can the automated internal notes and the shortcuts (e.g. #unbabel) be changed?

• Yes, it requires manual configuration but the copy of automated internal notes and shortcuts can be edited. 

Does changing the conversation status or snoozing while waiting for a translation have any impact on the flow?

• No. Unbabel does not, by default, depend on the conversation status.

Is there a notification in case a translation fails to be delivered from Unbabel to Kustomer or from Kustomer to the customer?

• No. Although this should never happen, we suggest creating a report on Kustomer with all open conversations in which Unbabel is in use (setting up a Search on Kustomer makes this quite easy).

What happens if the agent types a public reply, i.e. not an internal note, with #unbabel and text in English?

• That whole message in English and #unbabel are sent to the customer. Unbabel has no way to intercept public replies sent on Kustomer. 

What kicks off the Unbabel outbound workflow?

• Posting (not typing) an internal note containing #unbabel.

When sending outbound emails, does Unbabel translate the subject of the email?

• No, Unbabel will only translate the body of the email.