Language settings are shared throughout an organization, and common to all users. The languages the organization supports are determined in the configuration steps during the installation process. 

Language identification

Once the Insights Card is set to active, we will trigger an identification process. Language identification uses all content from the message and subject (if it's the first message on the conversation) to obtain a result. Unbabel will use its api to check for the most likely language and will set the customer's language automatically.

If the language the message is written in is not a subscribed language, the following message will appear:

If the identification result is wrong and the language is subscribed, you will need to manually change it in the Insights card.

If the language is part of your subscription but is not configured as an available option in the card, you will see the inbound translation but face this error when trying to reply:

Send an email to customer.happiness@unbabel.com if the language should be available but is not.

Changing the customer's language

The customer language can be changed at any time from selecting it from the dropdown menu reading Customer Language in the Unbabel Insights Card.

When the agent changes the language, an internal note containing further instruction in translating into the new language is posted:

So that the language change is retained, the #retranslate shortcut needs to be used. The command will also ensure that previous messages are translated to the newly selected language.