Languages and voice configuration
This article covers which language the bot uses with the customer and which voice speaks. Both are set per market so each country can sound natural to its customers.
Language and voice configuration. Sample data (demo).
How the bot picks conversation language
The bot does not guess — it follows a clear priority. First match wins:
- Customer language from order — if the store sent the customer's language, the bot uses it.
- Market language — when customer language is missing, the bot uses the language set for the order's market (country).
- Country default / fallback language — if still missing, the bot uses the default for the country or global fallback from general settings.
With this order, a customer who ordered in German hears German even if you mainly run the market in English. Customer language has priority.
Voice profile
Each language configuration gets a voice profile from our catalog. One language usually offers several voices:
| Setting | What it controls |
|---|---|
| Voice | gender, age, and overall speaker character |
| Speech pace | how fast the bot speaks |
| Tone | warmer vs more matter-of-fact |
| Empathy and assertiveness | how much understanding vs firmness |
| Smart pauses | natural breaks so the customer can speak |
Voices come from our internal voice engine and profile catalog. You pick a ready profile — you do not upload your own narrator or configure an external provider.
Regional variants
Within one language you can pick a variant suited to the market — different vocabulary and pronunciation for regions sharing a language. Conversations sound local, not like generic translation.
Personality and conversation flow
Beyond sound you can tune agent character: warmer and advisory or more direct and fast. Match voice tone to industry — cosmetics and electronics conversations differ.
Measuring impact
See voice settings in Analytics: success rate, average duration, and upsell revenue by market. If one market underperforms, start with pace and tone — common causes of unnatural-sounding calls.