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.
The page is divided into different sections: Agents and Translation Settings.
Agent Settings
The agents section of the page includes the agents' list and enables you to control their authorization and language settings.
New Agents authorization
The first option you have available concerns how Unbabel handles the authorization of agents trying to use Unbabel for the first time. Unbabel is able to tell if the app widget is loading for the agent for the first time, and decide based on that. You can select from two options:
- Automatically import and authorize all agents who interact with the Unbabel widget - select this option if you want to enable Unbabel for all new Intercom users with no restrictions. This option does not authorize users who have been manually desauthorized. Useful if you don't enforce the use of the app and wish to avoid micro managing authorizations.
- Only allow manual agent importing and authorization - any agent needs to be imported and authorized to use Unbabel.
Agent list
Unbabel has a list of "known" agents, which corresponds to agents who have interacted with the Widget, or been explicitly added to our database by an Integrations manager. Those agents are listed in a table in this section of the page.
Agents are listed alphabetically, and split into several pages. You can search by the agent email and any matches will restrict the list to the agents meeting the search criteria.
- add agents by clicking the Add Agent button, filling in the details and clicking Save
- authorize agents by clicking on the respective entry and editing the agent settings
You can also import, manage authorization and language settings in this page. The following articles describe these processes:
Bulk actions
You can introduce bulk changes to listed agents. Select the agents from the list to trigger a new module, which will allow you to take action such as changing the authorization status, edit languages, or delete the agents.
Making bulk actions is only possible for agents that share the same language and authorization settings.
Translation Settings
Translation settings control the user experience by determining when and how the translation occurs. See a description of the settings below.
Inbound message options
Consider bot messages inbound
If on, we will consider messages authored by Intercom's support bot as inbound messages, meaning two things:
- we will use their content to determine the language of the conversation
- we will translate them in an initial thread translation
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.
Default note author
You can pick from you existing Intercom admin users. The selected user will be the author of any internal notes containing inbound translations. Can be leveraged in building your metrics.
You need to add the user ID as provided by Intercom.
Translation triggers
These options control the moment when Unbabel should become active in a conversation.
Only start translating after an agent is assigned on Intercom
If checked, Unbabel won't try to translate a conversation until it's assigned to an agent (assignment to teams/inboxes are ignored).
Token and Webhook options
If you click the three dotted button to the right of Edit, you can see two additional options. You should only select any of these when explicitly told by Unbabel.
- Reinstall webhooks - returns the webhook configurations to their default.
- Refresh token - redoes the token used for authenticating requests between Unbabel and the Organization