Message UIDs

Whenever you are reporting a quality or technical issue that is specific to one message, please provide the UID associated with it, as it will allow us to narrow down the search and speed up the process of analyzing the issue. If you are reporting multiple issues affecting different messages, the UID is also the identificator par excellence to distinguish them.

You can retrieve UIDs by accessing the chat in the Audit tab of the Organization account. To do this, add the conversation label to the search field and click Search.

Because different conversations may share the same label, you may have multiple results. You can distinguish them by the agent ID of their creator, created and last updated dates.

Once you have the results, you will see all messages contained in each conversation. Retrieve their UID from the location highlighted below,

The search will return all the conversations matching the label. Since this is an editable field, unless the conversation is added, an agent can change the label and cause the conversation to not be found in a search.

Should that not be possible or should the scope of your report affect a conversation rather than specific messages, please provide the conversation label instead.

Conversation labels

The label is the unique identifier for a conversation. A conversation contains and groups together several messages under this same label. 

A label is attributed to a conversation when it is first created. However, it can be edited by the agent owning the conversation at any point, provided it is active, by clicking the editing icon next to it.

Make sure to correctly capture the label and use it to audit any conversation in the organization account, the customer Portal, or when reporting any issues.

Because labels are editable in an active conversation, this value can be changed by the agent. This is usually not recommended; Unbabel will store the first label in its systems and providing a different value later will make it harder or impossible to match.