For a standard setup, once in the Chat console, the agent will find the standard Salesforce chat panel to the left, the Unbabel chat panel in the middle, and the transcript to the right.
When a customer first initiates the conversation, the agent sees the written message in his selected language as the Unbabel application detects the visitor language and performs the translation for the agent.
To confirm if the detection happened successfully, or should you need to correct the language, check the From and Agent field just above the Unbabel panel. This will set the language pair invoked for every translation.
Messages coming in from the customer and the agent's translated replies are still posted in the SF panel, while in the Unbabel panel, we will list both the original text (in grey background) and the translation (in blue background).
Similarly, replies from the agent will have their (commonly English) source listed with a white background, while the translations will be grey, to match the customer's native language.
In order to send a translated message, the agent only needs to type in the Write a message field in the standard chat panel, much like before.
Once the translation is complete, the result will be posted as part of the conversation.
Messages sent in a chat have a maximum size of 6000 characters. This is the limit that Salesforce ensures across organizations. In case the limit is exceeded, messages get truncated as with regular Live Agent use.
After the conversation ends all the conversation is recorded on the Chat Transcript, which you can read more about here. Updating the transcript may take a few minutes after the chat is over.
- Cancel translations
It is possible to cancel a translation by clicking the red cross at the end of the translation in progress message.
- Interrupting translations during a chat session
An agent may interrupt the use of Unbabel during a chat session by toggling the slider in the top right corner of the Unbabel panel. Green will mean that Unbabel is active, while red will signal that the tool is off.