The Settings page allow for the management of Organization-wide and agent specific settings alike. The page is accessible to any Customer Portal user with a role of Integrations Manager or above, and can be found in the Integrations section of the Portal. Find below the available items and their meaning and effects.
To change any settings, click the Edit button for the section, make the changes, and save them.
The page is divided in General Settings, Agent and Translation Settings.
General Settings
Freshchat API key
This is API key obtained from the API Details for chat settings of your instance, as described in the installation article. This key is responsible for maintaining the authentication between Unbabel and Freshdesk and should always consist of the instances up to date API key.
Agent Settings
The Agent Settings page allows for several different aspects of agent management:
Translation settings
Translation settings encompass preferences applying to the whole organization.
Inbound Messages
Default language
Whenever translation is occurring in an unassigned conversation, this language is the target language for inbound translations and the source one for outbounds.
Translation Trigger
Choose when Unbabel should start translating:
- Start translating when a ticket is created - Unbabel starts translating immediately after the conversation is created, provided it's in a supported/contracted language
- Start translating when agent is assigned - Unbabel will only translate the conversation after an agent is assigned
- Start translating when agent demands translation - Translation only starts once the agent clicks the Translate button on the Unbabel widget
Unbabel Widget
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.