This guide explains how to set the primary language attribute so your AI Employee communicates with customers in the correct language and can switch languages dynamically.
Language attribute
The project_business_language_primary attribute sets the default language for greetings and conversations.
Set the primary language
Open the Builder.
Navigate to Attributes > Business.
Locate the Language - Primary attribute (
project_business_language_primary).Select the default language from the dropdown. This should be the primary language your customers use when contacting the business.
Click Save.
The AI Employee uses the primary language for:
Initial greeting phrases in both phone and chat
Default fallback when the customer's language cannot be determined
All responses until the customer switches to a different language
How language switching works
The AI Employee follows these rules during conversations:
Conversation start: The agent greets the customer in the primary language.
Stability rule: If the customer's message is ambiguous — a single word, a name, a date, "yes," or "ok" — the agent stays in the current language. This prevents accidental switching on short responses.
Adaptability rule: If the customer speaks a clear phrase or question in a different language, the agent switches to that language immediately. The customer's language overrides the business default.
Priority: The agent bases language selection on the customer's last meaningful utterance, not on static profile data.
⚠️ CAUTION
Automatic language switching during phone calls is supported for a limited number of languages. In chat, the agent can switch between any supported languages. For voice calls with multilingual requirements, test the target language pair before deploying.
Supported languages
The system supports the following languages for the primary language setting:
English, Spanish, French, German, Italian, Portuguese, Russian, Chinese, Japanese, Korean, Arabic, Hindi, Bengali, Urdu, Turkish, Vietnamese, Thai, Indonesian, Polish, Dutch, Hebrew, Swedish, Norwegian, Danish, Finnish, Greek, Czech, Hungarian, Slovak, Ukrainian, Romanian, Bulgarian, Serbian, Croatian, Slovenian, Lithuanian, Latvian, Estonian, Filipino, Malay, Khmer, Lao, Afrikaans, Swahili, Persian, Punjabi, Gujarati, Marathi, Tamil, Telugu, Kannada, Malayalam, Sinhalese, Nepali, Mongolian, Amharic, Azerbaijani, Georgian, Uzbek
Update greeting phrases after changing the language
After changing the primary language, update any greeting phrases that are written in the old language.
Open the Builder.
Navigate to Attributes > Agent.
Locate the following greeting phrase attributes and translate each one to the new primary language:
Chat Greeting Phrase (
project_representative_agent_chat_greeting_phrase)Voice Greeting Phrase - Inbound (
project_representative_agent_voice_greeting_phrase)Voice Greeting Phrase - Recent Returning (
project_representative_agent_voice_greeting_phrase_recent_returning)Voice Greeting Phrase - Later Returning (
project_representative_agent_voice_greeting_phrase_later_returning)Click Save.
If the business uses the chat widget, navigate to the Chat tab and translate the Bubble text to the new primary language.