Once you accept a chat, the console should load in the recently created conversation. If you were using Unbabel in other chats, you can alternate between the several tabs by clicking on them.

For a standard setup, once in the Chat console, the agent will find a tab where the Unbabel Chat Translations take place. The below is merely an example, as your layout may differ.

When a customer initiates the conversation, the agent sees the first message in the customer's native language as the Unbabel application detects the visitor language and performs the translation request. Once the translation is finished, the message content will be replaced with the translated version.

To confirm the detection happened successfully, or should you need to correct or proactively select the language, check the Visitor and Agent field just above the Unbabel panel. This will set the language pair invoked for every translation. The field may be collapsed if detection happened successfully or you already set a language.

To send a translated message, the agent must type in the Type a message to be translated... field in the Unbabel Translations tab. Typing in the native SF chat component will send the message untranslated!

The message will be posted in the console in the agent's language, with the status reading "Translating". Once the translation is complete, the status will update accordingly.

By default, incoming and outgoing messages will be added sequentially to the Unbabel Translations panel in the agent's language. However, the agent can change to the customer's native language by clicking the language toggle button.

All translated messages are simultaneously present in the native chat component in the customer's language.

Messages sent in a chat have a maximum size of 6000 characters. This is the limit that Salesforce ensures across organizations. In case the limit is exceeded, messages get truncated as with regular SF Chat use.

After the conversation ends all the conversation is recorded on the Chat Transcript, which you can read more about here.

• Reloading the page

You can reload the page and continue the conversation using Unbabel. Keeping the chat connected depends solely on Salesforce.

• Multiple tabs

You can't have multiple browser tabs of the Chat console open at the same time while using Unbabel, especially for the same conversation, as the flow may break.

• Cancel translations

It is possible to cancel a translation by clicking the cancel button to the left of the Translating... message.

• Copying message details to the clipboard

If you wish to report an individual message specifically, you can click the small icon next to each message.

This will copy the message ID, Chat Key, source, and target text to your clipboard - looking something like this: 

{“chat_key”:“5706900000A215uAAB”,“message_id”:“a036900000qFd4AAAS”,“original_text”:“bom dia”,“translated_text”:“Good Morning.“}

If the chat already is closed, the option above won’t be accessible.

• QuickText

Unbabel added a quick text button from where the agent can paste a predefined template into the Unbabel Chat component directly. Read more on the feature here.