How to use it (Lightning)

For a standard setup, once in the Chat console, the agent will find the Unbabel Chat panel to his left, and the standard Salesforce chat panel to the right. The panels are available under the Unbabel Chat tab.

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 or proactively select the language, check the Visitor 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 posted in the SF panel, in the customer's native language.
To check on the original source and translations, consider having a look at the Unbabel panel.
The panel will list messages in the customer's native language always in white background, and the translations in a different color.

To send a translated message, the agent must type in the Type a message to be translated... field in the Unbabel chat panel. Typing in the standard SF chat panel will send the message untranslated! 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.

• Reloading the page

You can reload the page and continue the conversation using Unbabel. Keeping the chat connected depends solely on Salesforce.

• Multiple tabs

You can't have multiple tabs of the Chat console open at the same time while using Unbabel, or the flow will break.

• Cancel translations

It is possible to cancel a translation by clicking the cancel button to the left of the Translating... message.

• Copying message details to the clipboard

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.

• QuickText

Unbabel added a quick text button from where the agent can paste a predefined template into the Unbabel Chat component directly. Read more on the feature here.