For a guide on how to install Unbabel in your Freshchat instance, check our Installation Guide.
Handling a chat conversation
Select any active chat in your instance. In a usual chat conversation, the translation flow will start with Unbabel picking the first customer message in the chat conversation and running language identification. Depending on your instance's settings, we may translate it into the Organization's default language, or the agent's default language. Similarly, you can select to translate as soon as chat is created, as soon as an agent sees the chat, or wait for an agent to be assigned to a conversation.
In any case, a inbound message translated by Unbabel is posted in the chat conversation thread, properly identified, and containing the translated content. In the image below, the message is finished translating, posted in the thread, and our Unbabel widget, present in the User Info bar, is reflecting the completed status.
The internal note will contain the information that it constitutes a translation and its respective language pair. Below the header on the note, the translated text will be available for the agent.
If more than one inbound message is present at the time the conversation is translated by Unbabel for the first time, we fetch all messages and post a compound thread translation note.
To follow up with a translated outbound message, the agent needs to create an internal note starting with the command #unbabel and type the reply in the default language. Once the translation is complete, it populates the conversation as a public reply and is sent to the customer.
Besides the command #unbabel, $unbabel and %unbabel are also available to request translations.
Regardless of the command in use, please refrain from formatting them whatsoever. This may lead the translation request to fail.
Note that if the command is written within a public reply as opposed to a private note, the message will be sent containing the command as part of the text.
Changing a conversation language
It is possible to change a conversation's language at any time and thus begin to generate translations to a different language. To change the language, check the Unbabel widget and select a new language from the Customer Language dropdown list. More information in this article.
For any questions reach out to customer.happiness@unbabel.com or fill out the support form.