Quality issues

If you feel that one of our translations is off and needs to be reviewed, please forward that information to customer.happiness@unbabel.com or fill out our form and we will be keen on analyzing what may have happened and how to improve.

When doing so, please identify the ID (label) to which the translation pertains, along with any elements that allow us to identify the specifically affected message(s). By looking in the audit tab of an Organization, you can find the UID for each individual message. 

Alternatively, for spontaneous reports, you can also use the Customer Portal Translation Auditing page to report a problem.

It is important that you add some context into the report, as to where you suspect the error to be, along with any comments or suggested corrections you may wish to make.

Speak with your Program Manager or CSM in order to establish the feedback loop that best suits you!

Technical issues

Even if a technical issue is having general impact, it is still important to share, along with other information, the IDs of any affected conversations or messages. When reporting, please be sure to include:

- Conversation ID examples, even if the issue affects all conversations

- Mention if all conversations are impacted, or merely a subset of them. If affected conversations share any properties, let us know which.

- Agent usernames: Please let us know which agents are affected or were taking the actions described in the support request, and whether it is affecting more/all of the operation.

- Troubleshooting steps already taken.

- Timeline of events.

- Any changes to the organization/users on your end conducted recently, if any.

Send this and any other relevant information to customer.happiness@unbabel.com or fill out our form.