Choose supported languages

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Genesys Cloud provides comprehensive multilingual support through configurable language settings in Architect and bot flow environments, enabling organizations to deploy conversational systems across multiple languages and regions. Users designate supported languages with varying availability statuses—Early Preview, Preview, or general availability—and establish a default language applied when interactions lack explicit language specifications. The platform manages language configuration through dedicated Settings sections where users select Speech-to-Text engines from Genesys default options, third-party integrations (Google Cloud Speech-to-Text, AWS Transcribe, Microsoft Azure Cognitive Services), or ASR connectors, and associate language-specific knowledge bases. For bot flows, intents and slot types can only be created in the default language, though training utterances and localized synonyms must be provided for each supported language. The default language is established at bot creation and cannot be changed subsequently. Text-to-Speech engine selection and voice configuration are available per language, with visual indicators displaying runtime capability status for data playback, speech recognition, and text-to-speech support. Language preferences are automatically preserved during flow transfers when the destination flow supports the source language. Language skill routing follows a configuration hierarchy where Transfer to ACD action-level settings take precedence over flow-level defaults. Administrators can configure default language skills through Expression Mode and Literal Value settings, with warning icons identifying languages with limited functionality. Users can manage knowledge bases by selecting a default knowledge base or associating language-specific knowledge bases through the Knowledge management interface. The system maintains one-to-one mapping relationships between language-filtered ACD skills in Genesys Cloud and available language skills in Architect, with language skill priority determined by settings on both the flow level and Transfer to ACD action level. Language removal is supported via the Delete function, and administrators can verify language capabilities through informational indicators that display runtime data playback, speech recognition, and text-to-speech support status. Custom configurations can be selected for after-contact summarization when the Virtual Agent summarize conversation feature is enabled

Within a flow’s general configuration, you can configure supported languages. Architect lists the names of supported languages in audio-related forms, so that you can select a particular language for playback or recording of a prompt. For more information about adding a supported language, see Add a supported language to a flow.

Under Settings, click Supported Languages.

Supported language settings for all flow types, excluding bot flowsClick to expand

Name

Description and use

Language

Add the languages that you want to support within the flow. When you select a supported language, Architect lists the language status: Early Preview, Preview. No status next to a language indicates that it is generally available.

Default

Click the language that you want to select as the default language for the flow.

Note: If an interaction does not have a set language, then Architect uses the default language for the flow. For example, Architect transfers an interaction from one flow to another, and you set the language in Flow 1 but not in Flow 2. When Architect transfers the interaction from Flow 1 to Flow 2 and Flow 2 supports the language set in Flow 1, then Flow 2 defaults to that language.

Language column

View the list of languages selected for the flow.

Text To Speech column

(Optional) Select the default TTS speech engine and the voice to play back text-to-speech for each language. For more information, see Select a TTS engine and voice for a flow and About text-to-speech (TTS) engines.

Default Language Skill column

View the one-to-one mapping relationship to language-filtered ACD skills in Genesys Cloud. For example, if a language skill titled Swedish exists in Genesys Cloud, then Swedish is an available language skill in Architect.

The following scenarios describe how Architect determines language skill priority in a flow:

When the flow's default ACD language skill under Settings is	And the language skill on the Transfer to ACD action is	The agent is required to have
Set	Not set	The flow's default language skill
Set	Set	Transfer to ACD language skill
Not set	Not set	No language skill

Delete

Click this button next to the language that you want to remove.

Info

Hover over this icon and see whether the language supports runtime data playback, speech recognition, or text to speech.

Warning

This icon next to a language indicates that the language does not support runtime data playback, speech recognition, or text to speech.

Supported language settings for bot flowsClick to expand

You set your default language when you create a bot flow, and you cannot change it. You can also configure a knowledge base for the languages that you add here. However, knowledge bases are not available in all languages.

For more information about Genesys Dialog Engine Bot Flows supported languages, see Genesys Cloud supported languages.

Intent and slot type behavior for supported languages

You can only add, edit, and delete intents and slot types with the default language. Train each intent with a different set of training utterances per language. To add a new intent, use the default language and then enter training phrases for each language. When you add a new slot type with the default language, use the Localized Value box to add a new set of synonyms for each supported language. For more information, see Add slot types and utterances to intents for supported languages in a flow.

Name	Description and use
Language	Add the languages that you want to support within the flow. When you select a supported language, Architect lists the language status: Early Preview, Preview. No status next to a language indicates that it is generally available.
Default	Click the language that you want to select as the default language for the flow. Note: If an interaction does not have a set language, then Architect uses the default language for the flow. For example, Architect transfers an interaction from one flow to another, and you set the language in Flow 1 but not in Flow 2. When Architect transfers the interaction from Flow 1 to Flow 2 and Flow 2 supports the language set in Flow 1, then Flow 2 defaults to that language.
Language column	View the languages that apply to this flow.
Speech To Text column	(Optional) Select the default STT speech engine to use to transcribe utterances received from data actions. The speech engine then returns the results in text form to the chat bot. Whenever you create a new bot flow, Architect automatically sets the STT engine to Default, which is the Genesys default engine for that language. The list shows Genesys Enhanced STT engines, active third-party STT integrations, and Automatic Speech Recognition (ASR) integrations configured through Bot Transcription Connector. For more information, see Speech-to-text (STT) engines overview. Notes: To use a custom ASR dictionary, you must choose Genesys Enhanced v3 or Genesys Enhanced v4. For more information about managing your custom dictionaries, see Understand dictionary management. Genesys Dialog Engine Bot Flows use Google Cloud Speech-to-Text (STT), AWS Transcribe, and Microsoft Azure Cognitive Services Speech-to-Text for non-English transcription if no third-party engine is selected.
Default Language Skill	Choose from one of these options: To ensure that a default language is not set, use the default No value specified configuration. If you have configured language skills, then to select a language skill, follow these steps: Click Expression Mode . Click Literal Value. Under Value, select a language skill from the list.
Summary Configuration column	Select a custom summary configuration previously created by an administrator using Genesys AI Studio summaries. Click After Contact to open the after contact settings and select a custom summary configuration. Note: This setting is applicable only when the Virtual Agent summarize conversation feature is enabled.
Knowledge	To manage the default knowledge base, click Knowledge. To associate a knowledge base for another language, click Select an optional Knowledge Base.
Delete	Click this button next to the language that you want to remove.
Info	Hover over this icon and see whether the language supports runtime data playback, speech recognition, or text to speech.
Warning	This icon next to a language indicates that the language does not support runtime data playback, speech recognition, or text to speech.

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