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