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Overview

Switch Language allows your agent to dynamically transfer the active call to a different language version of itself during the conversation. This enables seamless multilingual support when customers need to switch languages mid-call.
The agent can automatically detect when to switch languages based on your configured triggers and smoothly transition the conversation.

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How It Works

When a customer indicates they’d prefer a different language, your agent can:
  1. Detect the switch request based on your configured conditions
  2. Say a transition message to inform the customer
  3. Transfer to the language version of the same agent
  4. Continue the conversation in the new language with an opening message
Example Scenario: 
Customer (in English): "Can we switch to Hindi?"
Agent: "Sure! Switching to Hindi now..."
[Call transfers to Hindi version]
Agent (in Hindi): "नमस्ते! मैं आपकी कैसे मदद कर सकता हूं?"

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Configuration

1

Click Add Switchable Language

In your agent configuration, find the Switch Language section and click “Add Switchable Language”
2

Select Target Language

Choose which language version to switch to from the dropdownAvailable languages: Hindi, English, Kannada, Marathi, Tamil, Telugu, Bengali, Gujarati, Malayalam
3

Define When to Switch

Write a clear description of when the agent should switch to this languageExample:
When customer asks to speak in Hindi, or says they're more comfortable 
in Hindi, or requests to switch to Hindi language
Be specific about the trigger conditions. The AI uses this description to decide when to switch languages.
4

Set Transition Message (Optional)

Message while switching: What the agent says before switchingExample: “Sure! Let me transfer you to our Hindi support. Please hold for a moment.”
5

Set Opening Message (Optional)

Start message after switch: First message in the new languageExample: “नमस्ते! मैं आपकी कैसे मदद कर सकता हूं?”
6

Save Configuration

Click “Add Language” to save

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Configuration Fields

Required: YesPurpose: The target language version to switch toImportant: You must have an agent version published in this language for the switch to work.
Required: YesPurpose: Tells the AI when to trigger the language switchBest Practices:
  • Be explicit about trigger phrases
  • Include variations customers might use
  • Mention both formal and casual requests
Good Examples:
When customer requests to speak in Tamil, says "Tamil please", 
"switch to Tamil", "I prefer Tamil", or indicates they want 
Tamil language support

If customer is struggling to communicate in English and mentions 
they speak Kannada, or asks if Kannada support is available
Avoid:
"Switch to Hindi" (too vague)
"When needed" (not specific enough)
Required: No (but recommended)Purpose: What the agent says before transferring the callTips:
  • Keep it brief and clear
  • Inform customer what’s happening
  • Set appropriate expectations
Examples:
"Absolutely! I'll connect you with our Hindi support now."

"No problem! Transferring you to our Tamil agent. One moment please."
Required: No (but recommended)Purpose: First message the agent says in the new language after switchTips:
  • Greet in the target language
  • Acknowledge the switch
  • Ask how to help
Examples:
Hindi: "नमस्ते! मैं आपकी कैसे सहायता कर सकता हूं?"

Tamil: "வணக்கம்! நான் உங்களுக்கு எப்படி உதவ முடியும்?"

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Use Cases

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Customer Preference

Scenario: Customer starts in English but prefers their native language Configuration: 
Language: Hindi
When to Switch: Customer asks to speak in Hindi or mentions they prefer Hindi
Message while switching: "Sure! Switching to Hindi now..."
Start message: "नमस्ते! मैं आपकी सहायता के लिए यहां हूं। आप कैसे हैं?"

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Communication Difficulty

Scenario: Customer struggling with current language Configuration: 
Language: Gujarati
When to Switch: Customer is having difficulty understanding or communicating 
                 in the current language and mentions they speak Gujarati
Message while switching: "I understand. Let me connect you with our Gujarati 
                          agent who can help you better."
Start message: "નમસ્તે! હું તમને કેવી રીતે મદદ કરી શકું?"

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Family Member Request

Scenario: Customer wants to hand phone to family member who speaks different language Configuration: 
Language: Telugu
When to Switch: Customer wants to hand the phone to someone who speaks Telugu, 
                or asks if we can speak to their family member in Telugu
Message while switching: "Of course! I'll be happy to speak with them in Telugu."
Start message: "నమస్కారం! నేను మీకు ఎలా సహాయం చేయగలను?"

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Best Practices

Before adding switchable languages, ensure you have:
  1. Created and configured agent versions in those languages
  2. Published those versions
  3. Tested they work independently
The switch will only work if a published version exists in the target language.
Include multiple variations:
When customer says "Hindi please", "Can we switch to Hindi?", 
"I prefer Hindi", "Do you speak Hindi?", "Hindi mein baat kar sakte hain?", 
or any indication they want to communicate in Hindi
This covers:
  • Direct requests
  • Polite questions
  • Preference statements
  • Mixed language requests
Good transitions:
  • “Absolutely! Let me connect you with our Hindi agent.”
  • “No problem at all! Switching to Tamil now.”
  • “Of course! I’ll transfer you to our Gujarati support.”
Avoid:
  • “Transferring…” (too abrupt)
  • Long explanations (unnecessary delay)
Start messages should:
  • Greet warmly in target language
  • Acknowledge the customer
  • Offer to help
Example structure:
[Greeting] + [I'm here to help] + [How can I assist]
Hindi: “नमस्ते! मैं यहाँ आपकी सहायता के लिए हूं। मैं आपकी कैसे मदद कर सकता हूं?”
Before going live:
  1. Use Test Call feature
  2. Trigger each language switch
  3. Verify smooth transition
  4. Check messages are appropriate
  5. Ensure context carries over

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Example Configurations

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E-commerce Support

English to Hindi: 
Language: Hindi (hi)
When to Switch: Customer requests Hindi support, asks "Hindi mein baat kar sakte hain?", 
                or says they prefer Hindi language
Message while switching: "Sure! I'll connect you with our Hindi support now."
Start message: "नमस्ते! मैं आपकी ऑर्डर में मदद करने के लिए यहां हूं। कैसे सहायता कर सकता हूं?"
English to Tamil: 
Language: Tamil (ta)
When to Switch: When customer asks to speak in Tamil, mentions they're more 
                comfortable in Tamil, or requests Tamil language support
Message while switching: "Of course! Switching to Tamil now..."
Start message: "வணக்கம்! உங்கள் ஆர்டரில் உதவ நான் இங்கே இருக்கிறேன். எப்படி உதவலாம்?"

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Healthcare Appointments

Hindi to Marathi: 
Language: Marathi (mr)
When to Switch: Patient or family member requests to speak in Marathi, 
                or indicates Marathi is their preferred language
Message while switching: "बिलकुल! मैं आपको हमारे मराठी सहायता से जोड़ता हूँ।"
Start message: "नमस्कार! तुमची अपॉइंटमेंट बुक करण्यासाठी मी येथे आहे। मी तुम्हाला कशी मदत करू शकतो?"

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Financial Services

English to Bengali: 
Language: Bengali (bn)
When to Switch: Customer asks if Bengali support is available, requests to 
                speak in Bengali, or says "Bangla te bolen"
Message while switching: "Certainly! Let me transfer you to our Bengali support team."
Start message: "নমস্কার! আমি আপনার লোন আবেদনে সাহায্য করতে এখানে আছি। কীভাবে সহায়তা করতে পারি?"

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Troubleshooting

Possible Causes:
  • Trigger description is too vague
  • Target language version not published
  • AI doesn’t recognize the request
Solutions:
  1. Make trigger description more specific
  2. Verify target language version is published
  3. Add more trigger variations
  4. Test with explicit phrases
Possible Causes:
  • Multiple language triggers overlap
  • Similar trigger descriptions
Solutions:
  1. Make each trigger unique and specific
  2. Test each language switch individually
  3. Review trigger descriptions for overlaps
Issue: Customer needs to repeat information after switchSolution: This is expected behavior. The switch creates a fresh conversation in the new language.Tip: In your start message, you can acknowledge the context:
"नमस्ते! मैं आपके ऑर्डर के बारे में बात करने के लिए यहाँ हूँ। कृपया मुझे अपना ऑर्डर नंबर बताएं।"
Possible Causes:
  • Messages left blank
  • Special characters causing issues
Solutions:
  1. Ensure messages are filled in
  2. Use simple, clear text
  3. Test transitions with Test Call

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Advanced Tips

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Multi-Step Switches

You can configure switches between any languages: English → Hindi: 
Language: Hindi
When to Switch: Customer requests Hindi
Hindi → English: 
Language: English  
When to Switch: ग्राहक अंग्रेजी में बात करना चाहता है
This allows customers to switch back and forth as needed.

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Regional Variations

For regions with multiple common languages: 
Language: Kannada
When to Switch: Customer is from Karnataka and asks for Kannada support

Language: Tamil
When to Switch: Customer is from Tamil Nadu and requests Tamil language

Language: Telugu
When to Switch: Customer from Andhra Pradesh/Telangana asks for Telugu

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Getting Help

Test Language Switches

Use Test Call to verify all language switches work smoothly before going live

Contact Support

Our team can help optimize your language switch configuration for your use case