The language setup for an agent will determine much of the translation behaviour for a ticket. When a ticket is initialized (triggers Unbabel), we look for for properties such as agent authorization status and the language configuration. The ticket is not translated if the customer's language matches the agent's.

Default language

The agent default language is the language Unbabel will assume the agent to understand and write in.

The Unbabel Admin will be in charge of managing the agent language settings in the Settings Page, under the Agents section. This will display all agents that are or have been authorized, along with their spoken and writing languages.

On each agent entry, you can click the name and edit its profile settings

The default language will be listed under the Language column. Each agent will only have one default language.

This language is used as source language for all outbound translation requests created by the agent. For the typical use case it should remain English.

Spoken languages

Spoken languages are the languages an agent speaks or doesn't want to translate and are managed at an individual level, only affecting the agent. The Unbabel applet will not be activated when you open or create a ticket/message in one of the selected languages.

The Unbabel Admin will be in charge of managing the agent language settings in the Settings Page, under the Agents section. This will display all agents that are or have been authorized, along with their spoken and writing languages. On each agent entry, you can click the agent name and edit its profile settings.

The check for default and spoken languages is only performed when a ticket is initializing. If Unbabel is already active in a ticket, all subsequent messages are translated regardless of agent language or the agents viewing the ticket.

If agents change their language settings and there are no translations for the required language in a ticket, new translations will be requested.