After a translated call, you can put the transcript on the ticket. Your organisation must allow saved transcripts. See Control call transcripts.
Add the transcript
- Open the ticket of the call.
- In the Taiwa panel, open the Voice tab.
- Select Add transcript to ticket.
The panel says Transcript added to this ticket. Taiwa adds the words as a private note. The customer does not see it.
A call that had no ticket
Sometimes a call ends before a ticket exists. When you then open a ticket, the panel offers the words of that call.
- Read the words, and make sure that this is the customer's ticket.
- Tick This is the caller's ticket.
- Select Add these words to this ticket.
The words go in as a private note, and you cannot move them to another ticket later.
If it does not work
| The panel says | Meaning |
|---|---|
| Nothing was translated on this call yet. | There are no words to add. |
| This transcript is already on this ticket. | You added it before. |
| This transcript cannot be added to the ticket. Your organisation does not allow it… | Your administrator forbids saved transcripts. |
| Zendesk did not let you update this ticket. | Check that you can edit the ticket. Then reload, and try again. |
| Zendesk refused the update. | A closed ticket cannot take a transcript. |