Besides its skill, every conversation has a language, and only agents qualified for both receive it. The flow determines which language a conversation has. You manage the languages under Global elements › Languages; you need the Language configuration permission for this. They have nothing to do with the language of the user interface.
Creating a language
| Field | Meaning |
|---|---|
| Name | the language, chosen from a list of all languages and countries, for example “German (Germany)”. The Speech support column shows “Microsoft” if there are voices for it. The code is saved, for example de-DE; this is how the language appears everywhere. Required. |
| Mail Forward Tag | is put in front of the subject when an agent forwards an email in this language, for example “FW”. Without an entry, “FWD” appears there. At most five characters. |
| Dictionary | the spell-check dictionary for emails in this language, from Global elements › Dictionaries |
| Female Voice, Male Voice | the voices the flow uses to read out texts in this language |
| Description | free text |
If there is no voice for a language, the dialog reports Voice missing and AI or TTS nodes cannot be used: announcements from text and AI nodes in the flow then do not work in this language. If the language already exists, it reports Language already exists and saves nothing.
Deleting a language
Deleting marks the language as deleted; the list hides it. At the same time, the server removes it from the agents’ qualifications and from the language groups.
You specify how well agents speak a language in their qualifications — see Agents and profiles.