Setting the engagement language


Contact center admins can use the flow editor to set the engagement language using the Set Variable widget or programmatically in the Script widget. You can also set it based on the following factors: the phone number they dialed into, the result of a Collect Input widget, or the result of the Condition widget. The engagement language is written to a global system variable (global_system.Engagement.language).

This article covers:

Prerequisites for setting engagement language

How to use audio assets with the engagement language

The engagement language feature can be used to support call flows that interact with callers speaking multiple languages. To leverage this feature, create audio assets and upload recordings for each language you want to support. The corresponding audio assets will be played for consumers depending on the engagement language.

Note: Currently, the text-to-speech feature in the flow editor does not consider the value of the engagement language.

How to set the engagement language using phone number entry points

One of the methods to set the engagement language is by assigning a language to each phone number entry point in the flow. The engagement language is set based on the phone number that the consumer dial into.

Note: This method only applies to voice flows. Make sure you've set up entry points for your voice flow.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Flows.
  3. Locate a flow you want to edit.
  4. In the last column, click the ellipses icon (...), then click Manage Entry Point.
  5. In the Language column, select the checkbox, then click the drop-down menu and select a language. Repeat this for other phone numbers as needed.
  6. Click Save.

When consumers dial into a phone number with an assigned language, the engagement language variable will be set to whichever language is configured. That language will then be utilized wherever audio assets are configured in the flow set up, queue settings or voicemail settings, for the duration of the engagement.

How to set the engagement language using the Script widget

  1. Add the Script widget to the flow.
  2. Select the Script widget.
  3. Define the code in the script
  4. Set global variables:
    • var {_setGlobalVariable: global_var_set} = require('./utils/variable');
  5. Set the language using this syntax:
    • global_var_set("global_system.Engagement.language", “{language code}”);
    • The available languages codes are:
      • English: en-US
      • French: fr-FR
      • German: de-DE
      • Italian: it-IT
      • Japanese: ja-JP
      • Portuguese: pt-PT
      • Spanish (Europe): es-ES
      • Spanish (Mexico): es-MX

How to set the engagement language using the Set Variables widget

  1. Add the Set Variables widget to the flow.
  2. Select the Set Variables widget.
  3. In the Settings tab, select global_system.Engagement.language in the Variable drop-down menu.

Examples

Note: This section shows example configurations and is not meant to be a complete configuration guide.

The following examples illustrate how to set the engagement language based on the Collect Input and Condition widgets.

Set the engagement language using the Collect Input and Set Variables widget

This example configuration shows how to set the engagement language to English when a consumer presses 1 in the IVR menu. This example uses the Collect Input and Set Variables widgets.

  1. Add and customize the Collect Input widget.
  2. Add the Set Variables widget to the flow.
  3. Select the Collect Input widget and customize one of the exits to route to the Set Variables widget you added.
    • Settings tab
      • Collect Input: Select IVR Menu
      • Audio Prompt: Select Text
      • Voice: Select English
    • Exists tab
      • Exit 1 with these settings:
        • Keypress Input enabled and set to 1
        • Next widget: Select SetVariables
  4. Select the Set Variables widget.
  5. In the Settings tab, select global_system.Engagement.language in the Variable drop-down menu.
  6. In the Assign Value section, select Enter a value, then select the language that corresponds to the input.

Set the engagement language using the Condition and Set Variables widget

  1. Add and customize the Condition widget.
  2. Add the Set Variables widget to the flow.
  3. Select the Condition widget and customize one of the exits to route to the Set Variables widget you added.
  4. Select the Set Variables widget.
  5. In the Settings tab, select global_system.Engagement.language in the Variable drop-down menu.
  6. In the Assign Value section, select Enter a value, then select the language that corresponds to the exit setting of the Condition widget.