Simply add <<< >>> around the text while writing your message. eg:  <<< hidden text goes here >>>

 

This text will not be translated by our editors and your customer will receive it without the brackets. The content will still be visible to the editors, who will be fully aware of the context that excerpt adds to the message.

 

 

• You can select an excerpt of text that will be completely hidden from our editors

 In this case, you will need to add <<! !>> around the text you wish to hide, directly on the internal note you are composing. eg:  <<! hidden text goes here !>>

 

In this case, the excerpt will be completely removed from any interface visible to our editors (if you are using a human flow), who will learn of the text missing but never have access to it. 

 

Precautions

 

Although no-translate can prove useful in many cases, it also has the potential downside of depriving editors of information often important to provide context and information essential to determining gender, number, etc, or proving difficult to move in the sentence to ensure grammatical sense. Therefore, we recommend that whenever the feature is used, the remainder of the text is descriptive enough that important information can be derived from it, along with all possible text. It is also a good idea to isolate the hidden terms whenever possible, as exemplified next:

 

❌ Hello again. Using code <<<1234>>> you can find your order. 

 ✔️ Hello Maria. By using the following order code

<<<1234>>>

You will be able to find your order in the website.

 

Translation modes

You can select between different translation modes by configuring them in the Settings page. You can do this by managing the two available fields Start translating on agent assign and Start translating when ticket is created.

 

- Start translating when ticket is created

If Start translating when ticket is created is checked, Unbabel will check for the language and translate as soon as conditions are met:

• if Start translating on agent assign is unchecked -> as soon as the conversation is created
• if Start translating on agent assign is checked -> as soon as the conversation is assigned to an agent

If unchecked, a Translate button will appear in the widget requiring the agent to click it to start translating. Clicking the button will request translations regardless of the Start translating on agent assign setting.

 

- Start translating on agent assign

With Start translating on agent assign checked, Unbabel will check for the language and translate when the conversation is assigned to an authorized agent.

 

When Start translating on agent assign is checked:

• if Start translating when ticket is created is unchecked -> conversation will translate once the Translate button is clicked
• if Start translating when ticket is created is checked -> conversation will translate once assigned to an agent

 

When Start translating on agent assign is unchecked:

• if Start translating when ticket is created is unchecked -> conversation will only translate when the agent click the Translate button
• if Start translating when ticket is created is checked -> conversation will translate once the ticket is viewed