The Translation providers page says which translation service carries your calls and messages, and whose account pays for them. It applies to every agent and every platform.
Add your API key
- Find the card of your provider, for example DeepL.
- Paste the key from your provider account into API key. Where do I find this? opens the provider's own instructions.
- If you want, give the key a name, for example "Support team DeepL".
- Select Save key.
Taiwa checks the key against the provider before it saves it. If the provider does not accept the key, nothing is saved.
The key is encrypted. It is never shown again, not to you and not to Taiwa support. The card shows only the last characters, and when the key was checked.
What the status of a card means
| Status | Meaning |
|---|---|
| On your own account | Calls on this provider are billed by the provider, directly to you. Taiwa bills only the platform fee. |
| Not configured | No key is saved for this provider, so it carries nothing. |
| Messages only | The provider can translate helpdesk messages. It cannot carry calls yet. |
| Not available yet | Taiwa has not finished its tests of this provider on live calls. |
If a provider stops accepting your key, the card says so. Calls that would use that key are not translated until you add a key that works.
Choose the default provider
- Default for calls: used for every call, unless a language rule says otherwise. On the provider's card, select Make default.
- Default for messages: the provider that translates helpdesk messages. On the provider's card, select Use for messages.
The two defaults are independent. You can use one provider for calls and another for messages.
Read the notes on a card
Each card says what the provider can and cannot do. Read these before you make a provider your default.
- Terminology: if your glossary and spoken terms apply on this provider. See Terminology: spoken terms and glossaries.
- Caller language: some providers cannot detect the customer's language. Agents must then select the language before each call. A call left on auto-detect is refused.
- Translated voice: some providers translate but do not speak, or speak only some languages. Agents then read the translation.
Send a language to a specific provider
Use a language rule when one provider is better for one language.
- Add a key for a second provider.
- Under Language rules, enter the Language code, for example
ja. - Select the Provider, and select Add a rule.
A rule applies to the language that the customer hears. Every other call uses your default provider.
Regional or private endpoints
Some providers give your account its own address or region. If yours does, enter it in Endpoint address or select the Resource region on the card. Leave these empty in all other cases.
Remove or replace a key
Select Replace key to paste a new key. Select Remove key to stop using your account for that provider. You cannot remove the key of your default provider. Choose a different default first.