Hi Team,
we are trying to implement agent transfer where Spanish speaking user is transferred to Spanish speaking agent which will be there in a separate queue (Spanish queue) and English speaking user is sent to default queue.
is there a way this achieve this in smart assist.
please guide us to resolve this.
Thanks
The current design of SmartAssist does not allow for language switching in the middle of a session. The entire session between the bot and the user must be in the same language. If the user gives a Spanish utterance in the middle of a conversation, a fallback task will be triggered and the bot will play the standard response “I am unable to find an answer. Please try something else.”
You can design a flow in english language using an IVR menu which asks the user to select their language(press 1 or press 2) and create 2 workflows for executing the English flow and the Spanish flow accordingly.
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