The Taiwa panel is in the apps sidebar of each ticket. It controls the Taiwa extension, so you do not need the extension's own window while you work in a ticket.
The panel works only when the Taiwa extension is installed and signed in, in the same browser.
Voice
The Voice tab shows the call on this ticket.
| Status | Meaning |
|---|---|
| No call in progress | Taiwa starts to translate when a call connects. |
| Translating this call | The call on this ticket is translated. The transcript shows the words. |
| Call in another tab | Taiwa translates a call on a different ticket. |
Calls that the Taiwa Windows app translates do not show here.
Under Transcript you read the translated words of the call. After the call you can add the transcript to the ticket. See Add a call transcript to a Zendesk ticket.
Messages
| Part | What it does |
|---|---|
| Translating this ticket | Message translation is on for this ticket. If it is off, the panel says why. |
| Customer writes in | The language that Taiwa uses for the customer on this ticket. |
| Translated here | The number of messages that Taiwa translated on this ticket. |
| Translate incoming messages automatically | Turns the automatic translation on and off. |
| Both, Translation only, Original only | How translated messages are shown in the ticket. |
| Translate my draft | Translates the reply that you wrote in the reply box. |
See Translate ticket messages and replies in Zendesk.
Settings
The Settings tab holds the call settings of the extension: Customer speaks, Your language, Auto-start translation when a call begins, the audio levels and the two voices. They are the same settings as on the extension's own settings page. See Extension settings.
In Customer speaks, From ticket uses the language of the ticket.
These settings are for the browser extension. The Taiwa Windows app keeps its own settings.