Unbabel Interface is a stand-alone tool which does not integrate with any existing software. This means that you need to create, manage and archive any conversations. It also means you get to manually label your conversations with an ID, select which language they take place in, their status, among other properties.
Log in to interface.unbabel.com with your credentials. Once you do, the Unbabel Interface environment will display.
Unbabel Interface runs in two distinct modes: ticket and chat. These are not under the agent control and depend on the product the organization has subscribed and with which each agent is associated.
The location of the different elements and features is described for each one in the table below. To know which version you are running, check the top left corner of the app. The method to request translations doesn't vary much between the two modes.
Chats
Unbabel Interface for chat is divided in three panels:
- to the left, you have the list of active conversations
- in the middle, you have the message panel
- to the right, you you have the templates panel
The top of the panel displays information about (1) the chat brand, (2) the chat label ID - which is editable and (3) the language pair set for the chat. You can also choose to archive a chat by clicking the respective button.
You can request translations in the text box at the bottom of this panel. There, you will also find the language switcher to select the language of the source you're inputting and the automatic language detector widget. In the top-right corner of the message box, you will find an "i" icon that will pop a window containing all keyboard shortcuts.
In the top right corner, you can disable the automatic spell checker - Unbabel will spell check in addition to your browser, so bear in mind you can have two active checkers working (and providing different outcomes) at the same time. We recommend you may turn off your browser spell checker when using Unbabel Interface.
In the main bar you can also choose to enable/disable notifications for newly translated message, check your Unbabel username, and log out of the application.
Tickets
Unbabel Interface for tickets is divided in two panels:
- to the left, you have the list of active conversations
- in the middle, you have the message panel
The top of the panel displays information about (1) the ticket brand, (2) the ticket label ID - which is editable and (3) the language pair set for the ticket. You can also choose to archive a ticket by clicking the respective button.
Right below it you can find the language switcher, which allows you to select the language of the source text you're inputting. To the right, you have the dropdown list for any existing templates.
The input text box used for requesting translations is located right below it. Type/paste your source text here. In the bottom-right corner of the message box, you will find an "i" icon that will pop a window containing all keyboard shortcuts.
Creating a conversation
To create a new conversation:
1 - Type a identifier for the conversation. This will act as the conversation label. You can change it at any point later.
Tip: label your conversation with the same ID as your CRM/email client. It will help relate records later.
2 - The language pair and brand will be selected according to the default or last used. Each agent may have different options available depending on their language profile at Unbabel.
3 - To make any changes, click on Options and select a new language and/or brand to use for the conversation from the drop down list of available options.
4 - Click New.
While the label can be changed later, language and brand selection are irreversible. If you make an incorrect choice, you will need to create another converstation.
Requesting translations
Once you have created a conversation, it is possible to start requesting translations. To request a translation, type or paste your message in the text box and click the arrow icon once you are ready.
Each conversation can translate messages in both directions: Agent language to Customer Language, and vice versa. You need to match the language direction to the text you are inputting. To do this, click on the language selector to alternate between languages. The one that is highlighted is the language the text is supposed to be written in.
Make sure your language direction is correctly selected before sending the text for translation.
If you are using chat and have language detection switched on for supported languages, the slider will adjust and auto select the correct direction. You can confirm this by looking into the icon to the top left corner of the message box.
Once you insert the text into the message box, you may click the arrow at the bottom right corner to send the text for translation. A new item will be created in the messages list. Each item list source and translated text side by side. When you first create a translation, the translated half will read Translating... and a wavering icon to the left will notice the translation is undergoing.
Once the translations are completed and delivered, they populate that space. You can easily copy the translated outcome by clicking the clipboard icon.
New chat messages are listed at the bottom, while new ticket messages are listed at the top
Typically, you will be copying customer messages from your CRM and pasting them in the Unbabel Interface, obtaining a translation that enables you to address the customer's queries, and copying the translated output from Unbabel to your CRM. To better tell messages apart, inbounds will be aligned to the left, while outbounds will be so to the right. The agent's language will have a grey background, while messages in the customer's language will have a white background.
If you have notifications enabled (in the top-right corner of the screen), as soon as a translation is posted into the interface your browser will let you know about it.
To obtain the output of a translation, simply click anywhere in the translated text area, and the text will be copied to the clipboard. You can then paste it in your CRM. Repeat the process for all messages needing translation, always checking if the language direction is correctly selected.
Viewing existing conversations
You can see a list of all currently open conversations on the left panel. They are listed chronologically (considering the date of creation or last update), displaying information that allows you to see their language pair, brand and creation time.
To switch between conversation views, simply click on their respective area. The center panel will update and you can continue the conversation there. This allows for an agent to manage multiple conversations at once. The ID, brand and Language pair are visible at the top of the center panel. Here, you can click the pencil icon to edit the conversation label.
Conversations don't expire even if they have not seen any activity for some time. You may want to consider archiving conversations for which you no longer need translations.