Choose supported languages

Within a flow’s general configuration, you can configure supported languages. Architect lists the names of supported languages in audio-related forms, so that you can select a particular language for playback or recording of a prompt. For more information about adding a supported language, see Add a supported language to a flow.

Under Settings, click Supported Languages. 

Name Description and use

Add Language

 Add the languages you want to support within the flow. When you select a supported language, Architect returns a message when it does not support runtime data playback or TTS playback for the selected language. Valid languages include IETF region subtags, for example: (en-US).

Default

Click the language you want to select as the default language for the flow.

Note: If an interaction does not have a set language, then Architect uses the default language for the flow. For example, Architect transfers an interaction from one flow to another, and you set the language in Flow 1 but not in Flow 2. When Architect transfers the interaction from Flow 1 to Flow 2 and Flow 2 supports the language set in Flow 1, then Flow 2 defaults to that language.

Language column

 View the list of languages selected for the flow.

Text To Speech column

(Optional) Select the default TTS speech engine and the voice to play back text-to-speech for each language. For more information, see Select a TTS engine and voice for a flow and About text-to-speech (TTS) engines.

Default Language Skill column

View the one-to-one mapping relationship to language-filtered ACD skills in Genesys Cloud. For example, if a language skill titled Swedish exists in Genesys Cloud, then Swedish is an available language skill in Architect.

The following scenarios describe how Architect determines language skill priority in a flow:

When the flow's default ACD language skill under Settings is And the language skill on the Transfer to ACD action is The agent is required to have
Set Not set The flow's default language skill
Set Set Transfer to ACD language skill
Not set Not set No language skill

Button_remove_language

 Click this button next to the language you want to remove.

Notes:
  • After you create the bot flow, you cannot change or add languages.
  • For information about Genesys Dialog Engine Bot Flows supported languages, see Genesys Cloud supported languages.
Name Description and use

Language column

 View the languages that applies to this flow.

Speech To Text column

(Optional) Select the default STT speech engine to use to transcribe utterances received from data actions, and then return results in text form to the chat bot. For more information, see About speech to text (STT) engines.

Default Language Skill

Choose from one of these options:

  • To ensure a default language is not set, leave the default No value specified configuration.
  • If you configure language skills Genesys Cloud Admin > Contact Center > ACD skills, then to select a language skill, follow these steps:
    1. Click Expression Mode .
    2. Click Literal Value.
    3. Under Value, select a language skill from the list.