A transcript holds every word of a call. That can include a card number or a security code that a customer reads out. On the Settings tab, the Call transcripts card sets what Taiwa may do with those words. These rules apply to every agent, and they override each agent's own choice.
Saving transcripts
| Value | Effect |
|---|---|
| Allow | An agent can save a call's transcript on their computer, or add it to a ticket. |
| Forbid | No Taiwa app saves a transcript. Transcripts that were saved before are not deleted. |
Showing transcripts
| Value | Effect |
|---|---|
| Allow | Agents see the words of a call while it runs. |
| Forbid | The words are hidden, and saving stops too. Agents still hear the translated voice. A call with captions only then shows no translation. |
Select the values, and select Save settings.
What the agent controls
When you allow saving, each agent still decides for themselves. In the Windows app, Keep the transcript after the call is off by default. See Windows app settings.
Card details on a call
An agent can stop the audio while a customer reads out card details. In the extension and in the Windows app this is Pause for payment. While it is on, no call audio is sent for translation, and nothing is added to the transcript.