Provide English and Spanish support with an AI voice agent that asks for the caller's language preference, troubleshoots common issues, and escalates when needed.
The Multilingual Support Agent template creates a bilingual inbound AI agent for English and Spanish customer support calls. It asks callers which language they prefer, stays in that language, troubleshoots common device issues, and transfers unresolved cases to a human support specialist.
Designed for teams serving English and Spanish-speaking customers, this template helps reduce hold times without requiring bilingual staff on every shift. This page is scoped to the English and Spanish support flow available in Mission Control today. Teams can customize the assistant if they expand to more languages later.
The template comes pre-configured with multilingual voice and transcription settings, a support organization dynamic variable, and an escalation tool for unresolved issues.
Asks which language the caller prefers and continues in English or Spanish based on the response.
Handles common support issues such as power, Wi-Fi, charging, pairing, setup, and escalation.
Transfers unresolved issues to a senior support specialist with context from the call.
Lets teams update supported topics, policies, and escalation rules in the assistant instructions.
5 minutes
A Telnyx account with a phone number.
Sign in to your Telnyx account. Navigate to AI Assistants, click Create New Assistant, and select Multilingual Support Agent from the Multilingual category.
Update the organization name dynamic variable and customize the greeting for English and Spanish callers.
Add your product information, common troubleshooting steps, escalation policy, and approved answers.
Set the transfer destination for issues that need human attention. If you have bilingual teams, route accordingly.
Run test calls in English and Spanish to verify language preference handling, response quality, and escalation routing.
Hello, thank you for calling. I can help in English or Spanish. Which language do you prefer?
Publish the page as English and Spanish support unless the template is expanded and tested for additional languages.
Publish the page as English and Spanish support unless the template is expanded and tested for additional languages.
Have English and Spanish speakers test troubleshooting flow, tone, and escalation quality.
Have English and Spanish speakers test troubleshooting flow, tone, and escalation quality.
Configure transfers to bilingual support teams when human escalation is required.
Configure transfers to bilingual support teams when human escalation is required.
