The settings page is available to Portal users with an Integrations Manager or higher tier role.

On this page, you will be able to manage your instance's overall settings along with the agent's language preferences and authorization status. 

If you are a Portal user with access to the settings, and also a Zendesk user, you can access the page by expanding the Unbabel widget, finding and clicking the cogwheel icon at the top left corner. A user with enough privileges will see the Account setup option available to him. Clicking it will redirect the user to the Customer Portal section for Integrations settings, where these are available for management. 

You can navigate back to the widget main menu by clicking the close icon at any time.

Alternatively, the section is also available by logging in directly to the portal and selecting it from the left panel - make sure you have a valid account and a role that enables you to manage Integrations.

The settings page will allow you to control and adjust several aspects and features of the Unbabel integration for the organization (instance) as a whole, which is the subject of this article. See their description in the chapter below. It also includes the agents' list and enables you to control their authorization and language settings.

The page is divided into different sections: Agents, Translation Settings and Tags. 

Agent Settings

The agents section of the page includes the agents' list and enables you to control their authorization and language settings.

New Agents authorization

The first option you have available concerns how Unbabel handles the authorization of agents trying to use Unbabel for the first time. Unbabel is able to tell if the app widget is loading for the agent for the first time, and decide based on that. You can select from two options:

• Automatically import and authorize all agents who interact with the Unbabel widget - select this option if you want to enable Unbabel for all new Zendesk users with no restrictions. This option does not authorize users who have been manually desauthorized. Useful if you don't enforce the use of the app and wish to avoid micro managing authorizations.
• Only allow manual agent importing and authorization - any agent needs to be imported and authorized to use Unbabel. Unauthorized or unknown agents will see a message in the widget asking them to contact their Zendesk admin.

Agent list

Unbabel has a list of "known" agents, which corresponds to agents who have interacted with the Widget, or been explicitly added to our database by an Integrations manager. Those agents are listed in a table in this section of the page.

Agents are listed alphabetically, and split into several pages. You can search by the agent email or Zendesk ID, and any matches will restrict the list to the agents meeting the search criteria.

• add agents by clicking the Add Agent button, filling in the details and clicking Add

• authorize agents by clicking on the respective entry and editing the agent settings

You can also import, manage authorization and language settings in this page. The following articles describe these processes:

• Adding and authorizing new agents
• Agent Language Settings

Bulk actions

You can introduce bulk changes to listed agents. Select the agents from the list to trigger a new module, which will allow you to take action such as changing the authorization status, edit languages, or delete the agents.

Making bulk actions is only possible for agents that share the same language and authorization settings.

Translation Settings

Translation settings control the user experience by determining when and how the translation occurs. See a description of the settings below.

Inbound Settings

A translation model will allow you to choose how you would like Unbabel to behave when detecting the need for a ticket to be translated. We support two different models, with the added possibility of automatic pre-translation. 

Translation Requests

Always On

With Always On selected, Unbabel will trigger and post a translation for any messages whenever an authorized agent who does not speak the identified language views the ticket. We use the agent language settings to define the language pair for the translation.

On-Demand

If on-demand is chosen, an agent will need to confirm that the ticket is to be translated by clicking the Translate button on the widget before Unbabel launches and posts any translations.

Automatic Pre-translation

Automatic pre-translation can be active at the same time as any of the two translation models, if the proper setup is prepared. Automatic pre-translation will take precedence over any of them: an agent will not fire a translation, but rather find it posted already, even if On-demand is selected. In such cases, no button to start the ticket will appear.

Outbound Settings

Show Unbabel button

Determines whether the Unbabel button is available to request outbound translations.

Pre-fill internal notes with #unbabel

Pre-fill with #unbabel - determines whether #unbabel is automatically populated in any internal note in a ticket that has been initialized. #unbabel will not populate if the ticket language is set to a user's preferred or spoken language, even if the checkbox is selected. Note: this setting also determines that an initialized ticket opens in the internal note view. Having it unchecked opens the ticket under public reply.

Unbabel Widget Settings

Customer Language Pre-selection

Allows the restriction of the list of selectable customer languages in the widget. Note that this does not set the customer language automatically: it just reduces the number of options from which to select from. If unselected, all languages will be available.

Refreshing token and reinstalling webhooks

Also available in this section are two troubleshooting actions that may be necessary in order to repair the Unbabel translation flow. In order to access them, click the icon with the three vertical dots next to the Edit button.

Please only undertake any of these actions when instructed by Unbabel.

Reinstall Webhooks

Unbabel requests translations based on its own custom Zendesk triggers, which activate specific webhooks. A trigger can be edited and webhooks may change configurations. Re-installing webhooks reverts them to their defaults.

Refresh Token

Unbabel makes use of the Unbabel Admin token to read and write information into the Zendesk instance. The token may become invalidated for different reasons, such as the deletion of an account or a change in role. In order to correct this, we may have to request you to refresh the Zendesk token, as further detailed in this article.

Tags

Unbabel makes use of Zendesk tags to control some features. You can temper with those features in this section of the page.

• Pre-translation tags - you can add any tags you want to trigger automatic pre-translation for a ticket. Read more about the feature here.
• Blacklisted tags - tickets containing any tag added here won't be initialized, which means Unbabel won't have access to any of their content and will not initialize. More information here.

Any changes to the settings need to be confirmed by pressing the Save button in each and every section.