The Translations feed view moves away from the traditional Unbabel flow where translated and original messages are posted in the standard case feed, by creating a new tab view that will allow the native agent or Unbabel agent to have one view with all the native messages, and a different one with all the translations.
We expect the new view will improve average handling time for agents, reduce noise and increase the readability of the case feed.
Note: If you are using the previous integration version with the single feed, consider testing your custom flows, reports and automations after migrating to the Translation feed to confirm there are no incompatibilities.
To have access to Translations Feed, we recommend you have version 3.3 or later of the Unbabel for Salesforce Service Cloud package installed.
Besides the requirements present on the installation guide please be aware that the new Translations feed view only works on Lightning Interface. Please make sure that you are using the Salesforce Lightning interface before activating the Translations feed view.
Enabling Translations Feed view
Since Translations Feed is opt-in, you can toggle between this view and the standard Unbabel one in the Unbabel SC Configuration Menu. Besides managing the configuration item, you will also need to add the adequate components.
Toggling the view
In order to implement the new feed, you need to add the new component to enable the Translations Feed:
1 - Go to the Unbabel SC Configuration Menu.
2 - Toggle the option Translations Feed View on.
Add Translations Feed view
You need to add the Translations Feed lwc component on all Case Lightning Console pages in use. Check this article for a how to guide.
Using the Translations Feed view
After everything is correctly configured you can use the new Translations Feed to check on translations. You can also check the original messages in the native feed.
On the top right corner of the feed there is a button allowing you to swap between customer and agent language. Clicking the button will alternate between views in a single language at a time, without you having to leave the Translations feed.
Replying with Unbabel stays the same: you just need to use the Email translation component.
Note: while using Translations feed, it is not possible to request a subsequent outbound translation while the first one is pending. This is because while we translate, the Email Message will be under draft status, and sending a new request will overwrite that draft. Because we only receive the first request, we will always post the translation to the first message, and move the Email to sent.
Q: I've toggled the option for the Translations Feed but the Translations feed is not visible. What went wrong?
A: Besides toggling the setting, you need to add the lwc UnbabelFeedComponent as described in the section "Add Translations Feed view" of this article.
Q: Do I need to change my Case Page Layouts in the Setup menu?
A: No. The only change necessary is the one described in "Add Translations Feed view".
Q: Do agents need new permissions to access the Translations feed?
A: No. The Unbabel permissions will allow for use of the feed as soon as the Page is edited to contain the component.
Q: What happens to cases that were running on the single feed?
A: After enabling the Translations Feed, all the previous interactions for ongoing cases will remain translated on the standard Case feed. Only the new interactions will be translated and published on the new Translations feed. Ex:
After enabling Translations Feed