Reporting on translation requests

In order to troubleshoot technical issues or to identify translations for quality purposes, we may ask you to send us a unique identifier for any given conversation or message. 

Below are the instruction on how to quickly provide an identifier for the chat conversation or a specific message that is part of that conversation. This is especially useful if you are reporting isolated occurrences and/or need to immediately access and share the information with us.

• Identifying the Chat Key

If you are using Unbabel with Lightning mode, you’ll be able to provide the Chat Key (the identifier for the whole conversation) simply by looking at the URL for the Chat Transcript page. The URL will read something like https://XXX.lightning.force.com/lightning/r/LiveChatTranscript/5706900000A215uAAB/view?channel=LIVE_AGENT.

The Chat Key in this example would be 5706900000A215uAAB.

• Identifying individual messages

If you wish to report an individual message specifically, you can click the small icon next to each message.

This will copy the message ID, Chat Key, source, and target text to your clipboard - looking something like this: 

{“chat_key”:“5706900000A215uAAB”,“message_id”:“a036900000qFd4AAAS”,“original_text”:“bom dia”,“translated_text”:“Good Morning.“}

If the chat already is closed, the option above won’t be accessible. Share the full URL with the Chat Key instead.

Exporting a Translation Request Report

Under certain circumstances, we may ask for a full report on Translation Requests, in order to obtain a detailed file containing information on all Unbabel requests generated on your organization, their properties, and check for possible errors or patterns. The report can also be used to monitor different metrics like translation statuses, translation types, delivery times, language pairs and errors handling.

You can follow the instructions in this article to generate such a report.

Generating this report may yield vast amounts of data, so it is a good idea to restrict it to the dates in question.