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 platform-support@poly-ai.com if you’d like help setting up routing between projects.

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Setting up a non-English project

When configuring a project for a language other than English:

response-language

  • 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”).

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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?”

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What to translate

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

AreaElementYesNoNotes
Knowledge BaseSample questionsMust match user input language for retrieval
ContentTranslate for brand accuracy and better output
Topic names and actionsKeep in English (used internally, not user-facing)
SMSSMS contentTranslate anything user-facing
ASR & VoiceASR keywords and correctionsLeave in native language. These might be very different to the English configuration
Response control and pronunciationsLeave in native language. These might be very different to the English configuration
FunctionsPython codeLeave in English
Function names and descriptionsLeave in English
Hard-coded responses and LLM promptsTranslate only user-facing content (e.g., utterances)Translate only user-facing content (e.g., utterances)

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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.

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Translating prompts

Prompts are found in:

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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 platform-support@poly-ai.com.