Taiwa has two products that translate calls. Which one you use depends on where your calls happen.
| Chrome extension | Windows app | |
|---|---|---|
| Use it when | Your softphone runs in a browser tab. | Your call app is a program on Windows. |
| Works with | Amazon Connect, Zendesk Contact Center, Zendesk Voice, Twilio, Aircall, HubSpot, Intercom, Freshdesk | Microsoft Teams, Zoom, your softphone: any call app that lets you choose its speaker and its microphone |
| Translates messages | Yes, in Zendesk, Freshdesk, HubSpot and Intercom | No |
| Works with the helpdesk panels | Yes | No. Calls that the Windows app translates do not show in the panels. |
| Needs | Google Chrome | Windows 11, and administrator rights for the first install |
You can use both, but not on the same call
Many agents use the extension for messages and the Windows app for calls. That works.
Do not let both translate the same call. Two translators on one call can garble the audio for you and the customer, and the call is billed twice.
If the Windows app translates your calls:
- Open the extension's settings.
- Clear Auto-start translation when a call begins.
- Do not select Start translation in the extension during a call that the Windows app translates.