Use case
Live translation for browser-based support calls
Translate browser-based support calls as they happen, keep product terms consistent, and export the transcript for your CRM notes.
TanLens translates a customer support call that runs in a browser-based phone or helpdesk tab. The agent reads the customer’s speech in the target language while the original line stays visible, and the transcript can be cleaned up for notes afterwards. It does not connect to a phone system or CRM by itself; it works on the audio the browser is already playing.
01Where the call audio comes from
Open the softphone or helpdesk in Chrome or Edge, start the call, keep that tab active, and capture it with the TanLens extension. The tab usually contains the customer’s side of the conversation; your own replies may not be in the same stream, so do not assume both voices are captioned. If you need the whole room, use microphone mode with a headset and keep the customer audio from playing through speakers, or check whether your softphone can route both parties into one tab. Test the setup with a colleague before using it on a live call.
02Terms, consent and notes
Support conversations are full of product names, plan names and policy language, which is exactly where machine translation drifts. Build a glossary for the terms agents repeat, and review the translation of anything that sounds like a promise or a legal condition. Tell the customer that a translation tool is being used if your company or local rules require it. TanLens does not store audio by default; the transcript is kept only if the agent saves it, and access to that file should follow your normal data-handling rules.
Frequently asked questions
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