The Taiwa panel in Zendesk and Freshdesk is a remote control for the Taiwa extension. It translates nothing by itself. When it cannot find the extension, it says Taiwa isn't running in this browser.
What to do
- Install the extension. Select Get the extension in the panel. See Install the extension and sign in.
- Sign in to the extension. Select the Taiwa icon in the Chrome toolbar, select Settings, and sign in.
- Reload the ticket.
If the extension is installed already
- Check that it is enabled. Open Chrome's extensions page, and make sure that Taiwa — Live Translation is on.
- Check the browser and the profile. The extension must be in the same browser, and in the same Chrome profile, as your helpdesk.
- Reload the ticket. While the panel looks for the extension, it says Looking for the Taiwa extension….
The panel is there, but a button does nothing
| The panel says | What to do |
|---|---|
| Taiwa did not answer. Reload this ticket, then try again. | Reload the ticket. |
| Too many changes at once — wait a moment and try again. | Wait a few seconds. |
| This build of Taiwa cannot make that change here. Use the Taiwa toolbar icon. | Your extension is older than the panel. Use the extension's own window, and ask your administrator about an update. |
In Freshdesk: drafts and transcripts do not arrive
The Taiwa app in Freshdesk needs an installation key. Without it, the extension does not send translated drafts or call transcripts to the panel. Your administrator adds the key. See Install the Taiwa app in Freshdesk.
Calls from the Windows app
The panel shows only calls that the extension translates. A call that the Taiwa Windows app translates does not show in the panel. That is normal.