The list of agents who are authorized to use Unbabel is managed by the Unbabel Admin in the Settings Page. The Admin may add new agents and manage their language settings.

The full list of known agents is provided in the Agent settings section. You can use the search by email field to find specific agents, typing their email addresses. Matching results will appear, even if the agents were listed in a different page.

Agents have their authorization status (green for authorized, yellow for missing api key, red for unauthorized), email and language settings displayed. Unauthorized agents won't have access to using Unbabel. Any agent who is not authorized will see the Unbabel widget display the following message:

Existing agents

You can manage the settings of any agent already added to Unbabel by clicking on its email address:

The agent settings include:

• the email address
• API key: this is an editable field. We will populate the API key provided by the agent or you can add/change it manually (see this chapter)
• Default language: the language we assume the agent writes in. Source language for outbound translation requests
• Spoken Languages: languages the agent doesn't need translating. When opening a ticket in these languages, Unbabel doesn't trigger
• Authorized: whether the agent is authorized to use Unbabel

Click save to retain any changes.

Adding new agents

1 - You can add agents that are not on the list by clicking the Add Agent button at the top of the list.

2 - A modal will pop up the agent settings window. You need to add the agent email, set the default and spoken languages, and click Save. Note that by default the Authorized checkbox is unchecked, so remember to tick if you want the agent to start using Unbabel right away.

Importing from CRM

If you have multiple agents you need to add at once, you may wish to undertake the action in bulk.

1 - Click the Import Agents button.

2 - Unbabel will fetch the list of agents from your instance and if it recognizes missing agents it will list them. 

3 - Check which agents you want to add (there is a select/deselect all button at the top of the list) and immediately define their language settings before adding them.

4 - Click Import to confirm the action.

Agents added this way are automatically authorized.

Adding an API key

We use both the Admin and an agent API key's to retrieve and post content back to Freshdesk. Therefore, we need the Freshdesk API key for every Unbabel user to be provided after the agent is created, and every time the API key changes. Read more in this article.

To add an API key, you have two options:

• the agent may add the key by inputing it in the Unbabel widget

Whenever the API key value is empty, the Unbabel widget will render the appropriate field that each agent can use to insert their own API keys. This option distributes the workload associated with the process and ensures an extra level of confidentiality. As an agent, copy the API key, paste it into the widget field and click Apply.

• a Portal Admin can manage the agents' API keys in the Settings page

Using this method centralizes the task and provided the information on the keys is available, does not depend on other users taking any actions. If the API key is input by the Admin, the agent will see the widget working (refreshing the page if necessary).

Deleting agents

Should you wish to delete an agent from the list, hover over the agent entry and click the trash bin icon at the end of the row to remove him/her.

Deleting an agent will remove the authorization.

If you are having trouble finding the agent's email, changing the authorization status or if you see that the changes are not producing any effect, please reach out to us with the agent code and API key so that we may assist you at customer.happiness@unbabel.com or by filling our support form.