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Live translation lets a caller and the person they are transferred to speak different languages and still understand each other. Each side hears the other translated in real time, for the rest of the call. Translation is applied at the moment of a call transfer. The agent conversation itself is not translated — the caller talks to the agent normally, and translation begins when the agent hands them over to a human.

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Before you start

You need three things:
  • A connector key from your SentiVue account
  • A Twilio number using the Advanced setup for the transfer to dial out from
  • The caller’s and recipient’s languages, both supported by your account
Translated transfer runs on Twilio Advanced numbers today. Support for the other telephony providers is in progress.

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Connect the integration

Connecting is done once for the whole organization.
  1. Generate a connector key on the API keys page. Keys start with tsk_.
  2. In SentiVue Talk, go to Settings → Integrations.
  3. Paste the connector key and connect.
The key is validated against the translation service as you save, so an invalid or expired key is rejected straight away rather than failing later on a live call. Once connected, the page shows a masked version of the key, and your supported languages become available when configuring transfer tools. To rotate the key, paste the new one in the same place. To stop using translation entirely, disconnect it — transfer tools that relied on it will stop passing their checks.

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Enable translation on a transfer

Translation is configured per transfer tool, not globally, so you can translate some handoffs and not others.
  1. Open the transfer tool under Tools.
  2. Set the from number to an Advanced Twilio number.
  3. Turn on Translation.
  4. Select the caller language and the recipient language.
  5. Save.
The language lists are pulled from your account, so they reflect what you actually support. If the integration is not connected, the translation section says so and links to the settings page. The toggle cannot be enabled until the connection exists.

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What happens on a translated call

When the agent triggers the transfer:
  1. The recipient is dialed and answers.
  2. The agent tells both parties a translator is joining.
  3. Translation starts in the background, which takes a few seconds.
  4. A short tone plays once translation is live.
  5. The caller and recipient talk normally, each hearing the other in their own language. The agent leaves the conversation.
This works with both cold and warm transfer. On a warm transfer, the agent’s briefing to the recipient happens first, before translation begins.

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If translation does not start

The call is never lost. If the translation service cannot be reached or does not come up in time, the caller and recipient are simply connected with untranslated audio and the conversation continues.

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Billing

Once translation goes live, the rest of the call is billed at your plan’s Translate rate rather than the Talk rate. The Translate rate is roughly double on every plan. See Plans and usage for the exact figures.
Only the translated portion is charged at the higher rate. Time spent talking to the agent before the transfer bills as normal Talk time. If translation fails to start and the call falls back to untranslated audio, the whole call stays on the Talk rate. Both rates draw from the same monthly allowance.

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Troubleshooting

Keys are validated when you save. Confirm you copied the whole key, that it begins with tsk_, and that it has not been revoked on the API keys page.
Translation needs a connected integration and an Advanced Twilio number selected as the from number. If either is missing the toggle stays off and the tool explains which one.
The dropdowns show the languages your account supports. If one is missing, get in touch.
This is the fallback behaviour when translation cannot start. Confirm the integration still shows as connected in Settings, since a revoked key fails silently at call time and falls back to untranslated audio.
Any call where translation went live bills the remainder at the Translate rate. Check the Activity list on the Billing page to see which calls used it.