The Unbabel translation button disappeared - what can I do?

Under some circumstances, the Unbabel translation button may be absent from the button bar in the text box. We are listing some possible causes and their reasons/troubleshooting steps. You can still post an internal note containing #unbabel to work around the issue, but bear in mind that the cause may still prevent you from using the app at all.

You're not an authorized agent.

Check with your admin if you have the proper authorization status.

Your language setup tells us you don't need to translate the ticket.

If the ticket language is set as a spoken language of yours, the button won't be available.

Rich content is not enabled in Zendesk

Having Rich Content enabled in the formatting options for agents is a requirement.

The ticket has not been initialized

We need to "learn" that a ticket/chat needs Unbabel to create a representation on our side (see  the Inbound translations and ticket initialization section in this article). If that has not yet happened (check the chat/ticket language), the button will not appear.

An error has halted the use of Unbabel in the ticket

There is a possibility that an error is preventing translations from happening in the ticket, and the button disappeared as well. Check this article for any possible causes and solutions.