How to use Unbabel Interface for Tickets - Translating a conversation

Once you have created a ticket, it is possible to start requesting translations. Making sure you have correctly selected the brand and language to serve, it's time to start pasting the text into the interface.

This is done at the top of the right panel. The middle panel will contain different areas. In the header, you will find ticket information such as ID, language pair, brand. Below it, a bar will contain the language slider and the template selection fields. Still below this bar, you will find the message box.

Start by selecting the translation direction by using the language slider, which you will be able to find just above the message box. Pay special attention to the currently selected language, which will be highlighted. Click the slider to switch the translation direction as needed. Typically, you will have whichever language the ticket was created in for inbound messages, and English for outbound messages.

The message box expands to cover the full panel once you select it. Once you insert the text into it, you may click the arrow at the bottom right corner or press the enter key to send the text for translation. As messages are finished translating, they will be listed in the center panel, newest at the top.

Inbound translations shouldn't take more than a few seconds, but if you have an outbound message being translated by a human, you may need to wait a little longer. While the work is under progress, the area destined to the target text will read the message Translating... and to the left of the message line, a waving icon will be present. Once completed, we simply deliver the output to the right of the source text.

Typically, you will be copying customer messages from your CRM and pasting them in the Unbabel Interface, obtaining a translation that enables you to address the customer's queries, and copying the translated output from Unbabel to your CRM. To better tell messages apart, inbounds will be aligned to the left, while outbounds will be so to the right. The agent's language will have a grey background, while messages in the customer's language will have a white one. Messages will also display the time of their request and the total time spent in translation. Hover over any of these to obtain the full date and time of the translation request.

In the bottom-right corner of the message box, you will find an "i" icon that will pop a window containing all keyboard shortcuts.

If you have notifications enabled (in the top-right corner of the screen), as soon as a translation is posted into the interface your browser will let you know about it.

To obtain the output of a translation, simply click anywhere in the translated text area, and the text will be copied to the clipboard. You can then paste it in your CRM. Repeat the process for all messages needing translation, always checking if the language direction is correctly selected.