Chat/QMM: Frequently Asked Questions (FAQ)

Introduction

The purpose of this article is to answer common questions about the Chat/QMM module in XTM Cloud and to help resolve issues you might experience with it.

Before reading the article below, make sure you have a good understanding of how to set up and use the Chat/QMM module, which is described in this how-to article: How to enable and configure the Chat/Query management module (QMM)!

Before reading the article below, make sure you have a good understanding of how to set up and use the Chat/QMM module, which is described in this how-to article: How to enable and configure the Chat/Query management module (QMM)!


Questions and answers

Is it possible to just enable the Chat/QMM module for specific customers?

Currently, the Chat/QMM module is a global feature and cannot be limited to specific customers. It can only be accessed at single project-level.

I have multiple LSPs working on different XTM Cloud projects. Is it possible to create one chat for multiple XTM Cloud projects and include all their assignees at the same time?

The Chat/QMM module only works per project. It is not possible to create a chat for multiple XTM Cloud projects and include all their assignees at the same time.

However, if you would like to create a chat of this kind, there is a way. You can create a so-called dummy chat project in which you will assign all needed LSPs and internal Linguists to the workflow steps. In this way, you will create a chat for everyone to use. Although you can still add only one project manager per LSP (the one who is assigned to your instance, on the LSP side), you will end up with multiple LSPs in one chat. As a result, the chat can be used as a general communication/discussion panel.

I enabled the chat function in the configuration for my XTM instance. When I attempt to open a chat, the chat function is still reported as “turned off” and I get the following message: XTM Chat is currently unavailable. Try again later. If the problem persists, contact your Administrator or XTM Support.

The message means that the Chat/QMM module has not been fully enabled/configured on your XTM Cloud instance back-end. For this reason, you should create a suitable ticket for the XTM International Support team, via our Support Portal, with a request to enable/configure the Chat/QMM module fully.

Why do I not see chat participant usernames in the chat window?

Keep in mind that the chat participants list displays the nicknames of the users in the XTM Cloud UI. To define a user’s nickname, select UsersEdit userGeneralNickname.

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Which users are displayed in the Language groups section when I create a chat via the Choose chat participants… option? Why am I unable to edit this section in any way?

The Language groups section contains users assigned to the project or all, (Linguists), whose language combination(s), set up in their individual user profiles, match the language combination for an XTM Cloud project for which the chat has been created.

For example, if you have a project with English (UK) as the source language, and Polish as the target language, only Linguists with that particular language combination will be displayed in the Language groups section.

You cannot add any users to this section, or remove them from it, manually. They are only displayed in the Language groups section if they have the appropriate language combination(s).

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Can I include the LSP’s internal linguists in a particular chat?

Currently, it is not possible to include an LSP’s internal linguists in a chat. Including a particular LSP in the chat will only add an LSP’s project manager who has been assigned you, on the LSP side (setting: UsersLSPs → (select an LSP) → GeneralProject Manager].

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Can an LSP that has been added to the chat by the contractor add or remove chat participants on their side?

Currently, the LSP that has been added to the chat by the contractor cannot add or remove chat participants in any way, on their side. They do not even see the Change participants… option in their chat window.

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Why can I not see a particular LSP in the LSP → All section when I create a chat via the Choose chat participants… option? The appropriate language combination for the project is configured.

The reason for your inability to see a particular LSP in the LSP → All section is that this LSP probably does not have access rights set for the customer which is set for a particular XTM Cloud project.

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Make sure that your LSP has access rights for the customer (so that you can assign them to XTM Cloud projects created for this specific customer). To do so, select UsersLSPs → (select an LSP) → Access rightsCustomers, and move the relevant customer to the right column. Do not forget to save the changes afterwards.

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