Advanced lesson: Create a language selection starting task

AI-generated summary

Genesys Cloud provides advanced language selection capabilities that enable callers to choose their preferred interaction language during initial contact. The platform supports implementation of multilingual workflows through a systematic configuration process that includes adding supported languages, creating reusable language selection tasks, and establishing conditional routing based on caller input. The implementation process begins in the Settings area, where administrators add French Canada (fr-CA) as a supported language alongside existing English support. A reusable Set Language task is then created and designated as the starting task, replacing the initial greeting with a language selection interface. This task collects caller input through a Collect Input action that prompts callers to select French by pressing 2 or speaking "Français," with the input stored in a Flow.French variable configured to accept exactly one digit. The workflow logic employs a Decision action named "Switch to French?" that evaluates the caller's selection using the expression Flow.French=="2". When this condition is met, a Set Language action executes along the Decision action's Yes path, changing the system language to French (France) with locale code fr-FR. language configuration, a Jump to Menu action routes the call to the Main Menu. The implementation includes bilingual prompt configuration, with both English and French versions of the initial greeting. The French TTS prompt reads: "Merci pour votre appel au service bancaire de Genesys Cloud, votre appel peut être enregistré à des fins de contrôle de qualité." All workflow actions are accessed from the Toolbox's Data, Logical, and Flow categories within Genesys Cloud's task editor interface. This advanced lesson is designed for experienced Architect users working with existing practice flows that include a main menu structure, with an estimated completion time of 25 minutes. The workflow is finalized through the task editor's save functionality

Series: Architect tutorial for advanced users

Previous suggested step: Advanced lesson: Perform a bulk prompt import

Next suggested step: Advanced lesson: Configure the in-queue flow

In this lesson, we will create a starting task and configure it so that the caller can choose to hear menu options in English, or continue in French.

Objectives

Add French Canada as a supported language
Create a Set Language task and designate it as the starting task in lieu of a starting menu.

Estimated time to complete: 25 minutes

Prerequisites

Create a practice flow that includes a main menu
Preview Set up a starting task

Additional resources

View an image of the completed taskClick to expand

Tasks

Add an additional supported languageClick to expand

Create a reusable task and set it as the starting taskClick to expand

From the Toolbox, expand the Task menu and drag a Task action to the Reusable Tasks area.
In the Name text box, type Set Language.
Click Set this as the starting task.
Note: Notice that the reusable Set Language task moves up to become the Starting Task, and the Initial Greeting now appears in the Starting Task area. Also, the Main Menu moves to the bottom of the page to Reusable Menus.
Add prompt.GCBInitialGreeting.wav as the initial greeting prompt.

Add a French version of the prompt as TTS:

Merci pour votre appel au service bancaire de Genesys Cloud, votre appel peut être enregistré à des fins de contrôle de qualité

Practice

Now it’s your turn. In this section, you will add a Set Language action to change the language to French, and you will record prompts.

Add an action that allows callers to select French as the languageClick to expand

From the task editor Toolbox, expand the Data category and drag a Collect Input action into the task editor, just below the Start box.
In the Collect Input configuration area, do the following:
1. In the Name text box, type Offer French.
2. In the Input Audio text box, type For French, press 2 or say Français, otherwise stay on the line.
3. In the Input Data Name field, type Flow.French.
4. In the Number of Digits area, select Exactly 1 digit.
5. Select an Individual Digits verification.
6. Leave all other settings unchanged.

Create a Decision action based on the caller's language selectionClick to expand

Add a Set Language action to change the language to FrenchClick to expand

Now, add a Set Language action to change the language to French. When you complete the practice task, click Save. The Set Language action is available in the Toolbox under the Flow menu.

Note: Make sure to follow the Decision action’s Yes path.

From the Toolbox, click to expand the Flow action and drag a Set Language action below the Decision action’s Yes path.
In the Name text box, type Set Language to French.
In the Select language text box, choose French (France) (fr-FR).
Add a Jump to Menu action that sends the call to the Main Menu.
Save the configuration.

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Advanced lesson: Create a language selection starting task

AI-generated summary

Series: Architect tutorial for advanced users

Previous suggested step: Advanced lesson: Perform a bulk prompt import

Next suggested step: Advanced lesson: Configure the in-queue flow

In this lesson, we will create a starting task and configure it so that the caller can choose to hear menu options in English, or continue in French.

Objectives

Add French Canada as a supported language
Create a Set Language task and designate it as the starting task in lieu of a starting menu.

Estimated time to complete: 25 minutes

Prerequisites

Create a practice flow that includes a main menu
Preview Set up a starting task

Additional resources

View an image of the completed taskClick to expand

Tasks

Add an additional supported languageClick to expand

Create a reusable task and set it as the starting taskClick to expand

From the Toolbox, expand the Task menu and drag a Task action to the Reusable Tasks area.
In the Name text box, type Set Language.
Click Set this as the starting task.
Note: Notice that the reusable Set Language task moves up to become the Starting Task, and the Initial Greeting now appears in the Starting Task area. Also, the Main Menu moves to the bottom of the page to Reusable Menus.
Add prompt.GCBInitialGreeting.wav as the initial greeting prompt.

Add a French version of the prompt as TTS:

Merci pour votre appel au service bancaire de Genesys Cloud, votre appel peut être enregistré à des fins de contrôle de qualité

Practice

Now it’s your turn. In this section, you will add a Set Language action to change the language to French, and you will record prompts.

Add an action that allows callers to select French as the languageClick to expand

From the task editor Toolbox, expand the Data category and drag a Collect Input action into the task editor, just below the Start box.
In the Collect Input configuration area, do the following:
1. In the Name text box, type Offer French.
2. In the Input Audio text box, type For French, press 2 or say Français, otherwise stay on the line.
3. In the Input Data Name field, type Flow.French.
4. In the Number of Digits area, select Exactly 1 digit.
5. Select an Individual Digits verification.
6. Leave all other settings unchanged.

Create a Decision action based on the caller's language selectionClick to expand

Add a Set Language action to change the language to FrenchClick to expand

Now, add a Set Language action to change the language to French. When you complete the practice task, click Save. The Set Language action is available in the Toolbox under the Flow menu.

Note: Make sure to follow the Decision action’s Yes path.

From the Toolbox, click to expand the Flow action and drag a Set Language action below the Decision action’s Yes path.
In the Name text box, type Set Language to French.
In the Select language text box, choose French (France) (fr-FR).
Add a Jump to Menu action that sends the call to the Main Menu.
Save the configuration.

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Advanced lesson: Create a language selection starting task

Series: Architect tutorial for advanced users

Objectives

Prerequisites

Additional resources

Tasks

Practice

[NEXT] Was this article helpful?

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Advanced lesson: Create a language selection starting task

Series: Architect tutorial for advanced users

Objectives

Prerequisites

Additional resources

Tasks

Practice

[NEXT] Was this article helpful?