Where the audio goes.
Your customer's voice leaves the agent's browser, reaches the translation supplier you chose, and comes back translated. It is never stored by us. This page says exactly what happens, and what we keep.
Four steps. No part of this is hidden.
- 1
The call arrives on your platform.
Aircall, Amazon Connect, Freshdesk, HubSpot, Intercom, Twilio or Zendesk. Taiwa doesn't touch how the call is routed.
- 2
The extension captures both sides, in the agent's browser.
Taiwa reads the call's audio in the page itself. Nothing is uploaded to us.
- 3
Audio streams from that browser to your translation supplier, over an encrypted connection.
The connection is authorised only for that one call — nothing long-running is issued to the browser.
- 4
Translated speech comes back, and the agent hears it.
The transcript comes back with it, and stays in the browser — it ends with the session.
The Windows desktop app follows the same path, from the agent's PC instead of the browser.
What we never have
Your call audio.
It transits to your translation supplier. It is not stored by us, and it does not pass through our servers.
Your transcripts.
They exist in the agent's browser and end with the browser session.
A credential that outlives the call.
There isn't one. Each session gets a short-lived token, so there's nothing long-running for a compromised browser to leak or reuse.
What we hold, and for how long
We hold less than you'd expect, but not nothing, and "metadata" is not a way of saying "nothing". An IP address is personal data. Here is the complete list.
| What | Why | How long |
|---|---|---|
| Your agents' email addresses | To sign them in | Life of the account |
| Session records — which languages, when, how long | To count your active users and to show you your usage | 90 days |
| IP address and browser user-agent, per session | Security and fraud prevention | 90 days |
| Daily minute totals | Usage reporting and billing records | 7 years |
| Admin actions — who changed what | So you can audit your own tenant | Life of the account |
| Desktop app usage events — dropouts, delay, error codes — only while your admin has a hypercare period switched on | So we can see how calls ran in your first weeks | 30 days |
No audio. No transcripts. No customer records. We never see who your customer is; we only see that a call happened, in which languages, and for how long.
Records and audit
Because we keep no audio and no transcript, there is no record of the translated exchange to reopen later. For most transactional calls that's the right default, and it's the one we ship. But it's a trade-off, not only a privacy win, so here it is plainly.
If a customer later disputes what was said on a translated call, there's nothing on our side to produce, and a supervisor can't sample the machine translation after the fact. Machine translation is sometimes wrong; zero-retention means you can't go back and check a specific call once it's over.
If your compliance case needs a record on a specific queue, tell us before you rely on Taiwa for it — we'll talk through the options rather than pretend the default fits every call.
Do you need to tell your customers?
Probably — and it's not only a legal point.
Your customer's voice is processed by a third party to translate it, so most operators tell them, usually alongside the recording notice. It's also an experience point: people don't like finding out after the fact, and many would rather be asked — you can make it opt-in. We can't give you legal advice, but a product that let you skip the question wouldn't be doing you a favour.
Sub-processors
Two, and one more during your trial.
Your translation supplier — on your contract, not ours.
Call audio streams to the engine you chose and comes back translated. Because you hold that contract, the supplier processes the audio for you rather than as our sub-processor: Taiwa issues the short-lived credential for each call and never receives the audio. Read their policies in their own words:
On a DeepL key, the fourteen longest-standing languages and seven of the regional variants are handled by DeepL alone. For the other twenty-three languages, and for Latin American Spanish and Canadian French, a speech partner of DeepL's speaks the translation — and for nineteen of those languages it also transcribes the caller. That partner is DeepL's sub-processor, under DeepL's terms.
DeepL — translation, during your trial.
Your first 60 minutes run on our own DeepL account, so for that audio DeepL is our sub-processor. They're a German company under GDPR and the EU AI Act, they don't permanently store what's translated, and they don't use it to improve their services.
Amazon Web Services — hosting.
Runs the service behind your account. No call audio — it holds your account, your settings and your usage, nothing from inside a call.
Cloudflare — site and edge.
Serves this site and fronts the API. Handles IP addresses in transit.
A few things Taiwa doesn't do.
- 1
It's not for regulated calls — medical, legal, safeguarding, financial advice. Use a certified interpreter for those.
- 2
It translates voice calls — in a supported call console, or through the desktop app. Nothing else.
- 3
It augments your platform. It doesn't replace it.
Still have a question?
Security reviews are welcome. If something here doesn't answer what you need, ask and we'll answer in writing.