It is possible to restrict the use of Unbabel based on an agent's group or role. If you enable any of these restrictions, agents that are either part of the selected group(s) and/or have the excluded role won't be able to see the Unbabel widget.
Restrictions may also be a cause for agents not to be able to see the app even though they are authorized. Please note that, since is not an Integration setting, Unbabel will work, but remain invisible.
Ir order to enable or check on app restrictions, head to Zendesk's Admin, select Manage, find the Unbabel app icon and click the cogwheel. Right from the start, you are can enable or disable the app for the entire organization, by toggling the slider.
In order to see app restrictions, select Change settings. There are three editable fields:
- Title: the name that will appear in the widget under the Apps panel.
- Enable role restrictions? - requires checking the checkbox. Once active, a drop down list of roles from which to select from will be available. Only users with those roles will see the app. If you select multiple roles (but enable no groups), the agent only needs to be in one of the roles to have access.
- Enable group restrictions? - requires checking the checkbox. Once active, a drop down list of all active Zendesk groups from which to select from will be available. Only agents that are part of at least one of those groups will see the app.
If you enable role and group restrictions simultaneously, the agent must be in at least one group and have one of the roles in order to see the app.