Use the extension when your softphone runs in a Chrome tab. If the Taiwa Windows app translates your calls, do not start the extension on those calls. See Choose between the browser extension and the Windows app.
The extension window
Select the Taiwa icon in the Chrome toolbar.
| Part | What it does |
|---|---|
| Platform | The call platform that Taiwa found in this tab. |
| Message translation | Turns the automatic translation of incoming messages on and off. |
| Agent speaks | Your language. |
| Customer speaks | The customer's language, or Auto-detect. |
| Incoming voice | The voice in which you hear the customer: Match the speaker, Female or Male. |
| Start translation | Starts and stops the translation of the call. |
| Transcript | The words of the call, in both languages. |
Before the call
- Select your language in Agent speaks.
- Select the customer's language in Customer speaks: - Auto-detect finds the language from the customer's first words. - In Zendesk, From ticket uses the language of the ticket. - Some languages cannot be detected. Select them by hand. See Supported languages.
- Select the Incoming voice.
During the call
- When the call connects, select Start translation. The status changes to Translating…. If Auto-start translation when a call begins is on in your settings, the translation starts by itself.
- Speak normally. The customer hears your translated voice.
- Listen to the customer's translated voice, or read the Transcript.
- To end the translation, select Stop translation. Taiwa also stops the translation when it detects that the call has ended.
With Auto-detect, the status shows the language that Taiwa found.
When a customer reads out card details
Select Pause for payment. No audio leaves your browser while the pause is on, so the card details are not translated and not written in the transcript. Select Resume translation when the customer has finished.
The transcript
The transcript shows each sentence with its translation. Select clear to empty it.
Your organisation decides if transcripts are shown and if they can be saved. If your organisation does not show transcripts, the window says so.
In Zendesk and Freshdesk you can add the transcript to the ticket from the Taiwa panel. See Add a call transcript to a Zendesk ticket and Add a call transcript to a Freshdesk ticket.
What the status line can say
| Status | Meaning |
|---|---|
| Ready to translate | Taiwa is ready. No translation runs. |
| Connecting…, Starting… | The translation starts. |
| Translating… | The call is translated. |
| Paused for payment — no audio is leaving this browser | You selected Pause for payment. |