Unbabel for Freshchat features and limitations

Simply add <<<>>> or <<!!>> around the text while writing your message. eg:  <<<hidden text goes here>>>. This text will not be translated and your customer will receive it without the brackets.

If you need to see all available commands to use with Unbabel, simply type #help to see an internal note posting with the information.

 

Translation modes

You can select between different translation modes by configuring them in the Settings page. You can do this by managing the two available fields Start translating on agent assign and Start translating when ticket is created.

 

- Start translating when ticket is created

If Start translating when ticket is created is checked, Unbabel will check for the language and translate as soon as conditions are met:

• if Start translating on agent assign is unchecked -> as soon as the conversation is created
• if Start translating on agent assign is checked -> as soon as the conversation is assigned to an agent

If unchecked, a Translate button will appear in the widget requiring the agent to click it to start translating. Clicking the button will request translations regardless of the Start translating on agent assign setting.

 

- Start translating on agent assign

With Start translating on agent assign checked, Unbabel will check for the language and translate when the conversation is assigned to an authorized agent.

 

When Start translating on agent assign is checked:

• if Start translating when ticket is created is unchecked -> conversation will translate once the Translate button is clicked
• if Start translating when ticket is created is checked -> conversation will translate once assigned to an agent

 

When Start translating on agent assign is unchecked:

• if Start translating when ticket is created is unchecked -> conversation will only translate when the agent click the Translate button
• if Start translating when ticket is created is checked -> conversation will translate once the ticket is viewed