Agent Switches Language
Stop an agent from switching to another language mid-call by turning on "Stay in these languages" on its Profile tab.
Symptoms
- The agent starts a call in the right language, then switches to a different language partway through.
- The caller never asked for another language, but the agent changed anyway.
- The agent drifts between languages even though you set a language.
Why it happens
When Stay in these languages is off, the agent may switch to any language it supports to match the caller. If a few words sound like a different language, it can switch — sometimes to the wrong one.
New agents have this setting on by default, so it usually shows up on an older agent, or one where it was switched off.
How to fix it
Open the agent
Go to Voice Agents and select the agent. You'll land on the Profile tab.
Find the Voice card
Scroll to Voice. It holds the model tier, languages, and the voice itself.
Turn on Stay in these languages
Switch it on. The description then reads "On — the agent only uses the two languages above."
Save
Click Save Changes in the pill at the bottom of the screen. The setting doesn't apply until you save.
This applies to future calls, not one already in progress. Leave it off only if you genuinely want the agent to follow callers into other languages.