Warning: The Double Feed view is a Beta feature only ready for testing environments at the moment. Enabling the feature without prior testing may break some of your custom flows.
The double 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.
To have access to Double Feed, you need to have version 2.2 or later of the Unbabel for Salesforce Service Cloud package.
Besides the requirements present on the installation guide please be aware that the new double feed view only works on Lightning Interface. Please make sure that you are using the Salesforce Lightning interface before activating the double feed view.
Enabling Double Feed view
Since Double 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 enable the Unbabel Feed you need to:
1 - Go to the Unbabel SC Configuration Menu.
2 - Toggle the option Double Feed View on.
Add Unbabel Feed view
You need to add the Double Feed lwc component on all Case Lightning Console pages in use:
1 - Go to the Lightning Console Page(s) in use for the case. You can open the current case page by clicking on ☸ and then Edit Page:Add a new tab Unbabel Feed(*).
2 - Under that tab add the custom lwc UnbabelFeedComponent:
3 - Click Save and go back to the Case view.
4. -Click Save and go back to the Case view.
* You can configure the Feed view as it best suits your needs. The way shown here is just a suggestion for configuration.
Using the Double Feed view
After everything is correctly configured you can use the new Unbabel 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 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 Unbabel feed.
Replying with Unbabel stays the same: you just need to use the Email translation component.
Note: while using double feed, it is not possible to request a subsequent outbound translations 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 Double Feed but the Unbabel 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 Unbabel 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 Unbabel Feed view".
Q: Do agents need new permissions to access the double 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 Double 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 Unbabel feed. Ex:
After enabling Double Feed