This article summarises how the Taiwa products handle the content of calls and messages. It is not a legal document.
Call audio
- The audio of a call goes straight between the agent's computer and your translation provider. It does not go through Taiwa's servers.
- Taiwa's servers start, renew and end the translation session of each call.
- An agent can stop the audio while a customer reads out card details, with Pause for payment. Taiwa records when the agent paused and resumed, and never what was said.
How your translation provider handles audio is set by your contract with that provider.
Call transcripts
A transcript is the text of a call, in both languages.
- During a call, the agent sees the transcript on their own screen.
- A transcript is kept after the call only when both the organisation and the agent allow it.
- The Windows app saves a kept transcript as a file on the agent's computer. The file is not uploaded. Taiwa deletes it after the number of days that the agent set.
- An agent can add a transcript to a ticket in Zendesk or Freshdesk. It then lives in your helpdesk.
Controls:
| Who | Where | What |
|---|---|---|
| Administrator | Admin portal > Settings > Call transcripts | Allow or forbid showing transcripts, and saving them. |
| Agent | Windows app > Settings > Privacy | Keep the transcript after the call, off by default. |
Messages
- A message passes through Taiwa to reach your translation provider.
- The administrator decides what is stored afterwards: by Taiwa, in the agent's browser only, or nothing.
- The administrator sets how many days Taiwa keeps a stored translation.
- The administrator can delete every stored translation of one conversation, to answer a customer's request.
See Set up message translation.
Terminology
Your spoken terms and glossaries are stored by Taiwa and sent to your translation provider, so that the provider can apply them.
Provider keys
The API key of your translation provider is checked before it is saved, and then encrypted. It is never shown again, not to you and not to Taiwa support.
Usage data from the Windows app
The Windows app keeps a technical record on each computer: starts, failures by error code, reconnects and timings. It never holds anything said on a call, a name, an email address or a customer's language. The record stays on the computer.
An administrator can share this record with Taiwa for 14 or 30 days, to support the first calls. Each agent sees a notice. Taiwa keeps each shared record for 30 days. See Share desktop usage data during launch.
Users and sign-in
- Each agent sets their own password from a one-time link. An administrator never sees it.
- With single sign-on, your identity provider holds the passwords.
- When you deactivate a user, they are signed out at once. Their history is kept.
When you close your account
Taiwa keeps your invoices and usage records, because it is required to keep them. Everything else is deleted after the number of days that the closure page gives. See Change your password or close your account.