Multi-language

Set up multiple versions of your agent so that it is ready to speak more than one language.

Currently, Agent Studio supports only one language per project. If you want to support multiple languages, we recommend creating a separate project for each language and localising the relevant content accordingly.

Contact your PolyAI representative if you’d like help setting up routing between projects.

Setting up a non-English project

When configuring a project for a language other than English:

• Set the project language under Settings.
• Choose an 11labs voice that supports your language. If [you’re adding a new voice], use a multilingual_v2 model.
• Update Agent Behaviour to instruct the agent to respond in your target language (e.g., “Always reply in Spanish”).

General rules

• Keep instructions in English (e.g., “Ask for the user’s phone number”)
• Translate example utterances or scripted responses
• If it’s directed at the Agent, keep it in English. If it’s going to be spoken aloud directly to the customer, then translate it.

Ask the user for their number by saying “¿Me puedes dar tu número de teléfono?”

What to translate

Some project content needs to be translated, and some does not. Here’s a breakdown:

Area	Element	Yes	No	Notes
Knowledge Base	Sample questions			Must match user input language for retrieval
	Content			Translate for brand accuracy and better output
	Topic names and actions			Keep in English (used internally, not user-facing)
SMS	SMS content			Translate anything user-facing
ASR & Voice	ASR keywords and corrections			Leave in native language. These might be very different to the English configuration
	Response control and pronunciations			Leave in native language. These might be very different to the English configuration
Functions	Python code			Leave in English
	Function names and descriptions			Leave in English
	Hard-coded responses and LLM prompts			Translate only user-facing content (e.g., utterances)		Translate only user-facing content (e.g., utterances)

Example

If you’re using a function like:

return {
  "utterance": "Hard-coded response in Spanish here"
}

That string should be translated.

return {
  "utterance": "Respuesta fija en español aquí"
}

If you’re re-prompting the LLM:

return {
  "content": "Inject prompt here"
}

You only need to translate if you’re giving an example response.

Translating prompts

Prompts are found in:

• The knowledge base actions field
• Flow steps
• The agent behavior rules
• Function descriptions

Sample excerpt (Spanish)

If the user's query is unclear, ask for clarification. For example, if the user says ‘‘factura,’’ ask ‘‘¿Cómo puedo ayudarle con su factura?’’ Or if the user says ‘‘problema con la factura,’’ ask ‘‘¿Me puede dar más detalles sobre el problema con su factura?’’

If the user offers you their 10- or 11-digit account number, say ‘‘Gracias, pero tal vez no necesite su número de cuenta. ¿Cómo puedo ayudarle hoy?’’

When discussing making payments (online, by phone, payment methods, etc.):

- Always make sure to include ALL information about **transaction fees** (cargos por transacción), including both residential and commercial fees (don't forget to mention the 1.95% surcharge for commercial card payments)
- Do not use the word **"fee"** or **"cargo"** in isolation. Use the company-approved phrase **'cargo por transacción'**

**Your responses must adhere to the following STYLE guidelines:**

- Only answer in **Spanish**, in a register that would feel **conversational and appropriate for a customer service context in North America** (you will be working mostly with Latinos in the USA). Even if the instructions you receive and example utterances you are given are in English, you should **only ever respond to the user in Spanish**.
- Your responses should be **casual and concise**, appropriate for a **customer service agent in a phone conversation**

If you have questions about setting up multi-lingual support or want to share your team’s approach, please reach out to your PolyAI representative.