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Welcome to the Customer Happiness Hub

Configurations - Unbabel Chat Configurations

Paulo Talhadas
  • Updated

To find the Unbabel Chat (Live Agent) Configurations Menu, open the App Launcher and find the menu under All Items. Alternatively, you can search for Unbabel - Live Agent configuration as well.

 

Some of the product designations still refer legacy Salesforce products. You can rest assure these settings control your Messaging/Enhanced Chat experience.

 

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Under Chat Configurations we have some options available:

 

  • Enable Quick Text: If you have already set up your Quick Text messages within Salesforce, select this checkbox to enable agents to use Quick Text for their Unbabel chats.

The quick text browser panel supports up to 2000 quick text and folder records (same behaviour as Salesforce standard Quick Text functionality).

 

  • Enable Emoji picker: An emoji picker can now be added to the buttons bar of the Unbabel chat conversation component.
  • Messaging Session Context Field: leave empty for no action. Configure a MessagingSession field to be translated and shown on as a text bubble on the top of the chat conversation by adding the API name of the field on the package configuration page.
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When configured a new bubble shows on chat conversations with the translation of the configured field

Screenshot 2026-09-17 at 09.27.44.png

 

Label of the configured field is shown as title, the content of the field is translated. The generated translation request is an inbound message using the same customer language.

Screenshot 2026-09-17 at 10.05.07.png

 

Don't forget to keep your changes by clicking Save.

 

Visitor language configuration

When a conversation starts between a customer and an agent, the customer language can now be pre-set to a default value. This default value is coming from language picklists on the MessagingSession and LiveChatTranscript objects. By defaulting the customer language, the Unbabel automated language identification flow is being skipped.

The feature is available starting with Unbabel Live Agent version 2.17 and the guide on how to enable it is available here.

 

Integration testing

Under Integration testing, you can test for the current status of the translation.

 

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Click the test button to run the test. If the integration is working as expected, the result will be successful.

 

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If this is not the case you may want to reach out to customer.happiness@unbabel.com.