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.
The section is available by logging in directly to the portal and selecting it from the left panel - make sure you have a valid account. You can access the page by looking into the Customer Portal section of Integrations, where the settings are available for management.
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: General Settings, Agents and Translation Settings.
General Settings
Freshdesk API key
We use the API key of an admin user as a token in order to securely communicate with your instance. The token is used as to access the instance, therefore it should be up to date at all times. Failing to do so may compromise communication between Freshdesk and the Unbabel systems. The user needs to be a Freshdesk admin.
If a token becomes invalid (which can happen for several reasons, including the user being deleted/demoted, the api key being regenerated, etc), please input a new and valid api key of a admin user and save any changes.
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 Freshdesk 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 Freshdesk 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 Freshdesk 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 Save
- 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:
Bulk updates
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
Under translation settings you will be able to find and manage some settings that affect the way your agents will operate on the interface in order to request translations. They are:
Inbound messages
Default Language
This will be the default language to which tickets will be translated when using Automatic Pre-translation. For the typical flow, please keep English selected to avoid errors.
Default note author
Select one specific authorized agent as the default author of all inbound messages, or have the customer being the author (default mode).
Outbound messages
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.
Translation triggers
Setting which trigger should start the translation determines which translation mode your instance is running on when it comes to the starting point for the translation.
- Start translating when ticket is created: automatically pre-translate all incoming tickets, a long as the language is supported/contracted
- Start translating when agent opens a ticket: Unbabel will fire as soon as it detects that an authorized user who isn't a speaker of the language is viewing the ticket.
- Start translating when agent demands translation: an agent will need to confirm that the ticket is to be translated by clicking the Translate button on the widget before Unbabel launches.