Language Settings and Identification

Language settings are shared throughout an organization, and common to all users. The languages the organization supports are determined in the configuration step during the installation process. Languages the organization supports will trigger inbound translations when Unbabel is activated in the widget.

Language identification

It is possible for you to provide the language for the ticket upfront, based on any source you may have concerning the ticket/customer, or alternatively, rely on Unbabel to perform the identification. Check the installation guide in order to learn which settings you need to change to propagate the language information into the Unbabel Widget.

If Unbabel is identifying the language, we will trigger an identification process any time the widget is activated. We will only identify supported languages (plus a handful of others). If the ticket is written in a language outside of this group, the customer language field may default to English.

Changing the customer's language

The customer language can be changed at any time from selecting it from the dropdown menu reading Customer Language in the Unbabel Widget.

When the agent changes the language, an internal note containing further instruction in translating into the new language is posted:

So that the language change is retained, the #retranslate shortcut needs to be used.