Using the Translation Quality flag in Salesforce Chat

Prerequisite

To use the quality flag, the setting must be checked as enabled in the custom settings. You can enable the agent quality flag, the end user quality flag, or both:

Using the Quality flag

For agents

When the setting is enabled, agents can see a flag icon next to the translated message from the end user:

If they are not satisfied with the translation, they can click the flag, turning it red:

If they change their mind or clicked the flag by mistake, they can click the flag again to unflag the message.

For end users

When the setting is enabled, end users can see a flag icon next to the message they receive from the agent:

If they are not satisfied with the translation, they can click the flag, turning it red:

On the agent's conversation panel, an alert appears to tell them a translation was flagged by the end user. Clicking the arrows takes them to the message in question:

The end user can change their mind and click the flag again to unflag the message. The flag returns to its original state and the following message appears in the agent's conversation panel: