WorkflowsExamples

Multilingual support workflow

Build a structured multilingual customer support workflow with language selection and dedicated conversation paths for each language

Overview

Build a structured multilingual customer support workflow that guides customers through language selection at the start of the call, then routes them to dedicated conversation paths optimized for English, Spanish, and French support.

What You’ll Build:

  • Visual workflow with language selection and routing logic
  • Dedicated conversation nodes for each language with cultural context
  • Language-specific voice and prompt configurations
  • Multilingual knowledge base integration with customer data
  • 24/7 international phone support with optimal user experience

Prerequisites

Scenario

We will be creating a multilingual support workflow for GlobalTech International, a technology company serving customers across North America, Europe, and Latin America. Instead of trying to detect language automatically, the workflow provides a clear language selection menu and routes customers to dedicated support paths optimized for each language and culture.

Final Workflow

Multilingual support workflow showing language selection node and branching conversation paths
Complete multilingual support workflow with language selection and dedicated conversation paths for English, Spanish, and French

1. Create a Multilingual Knowledge Base

3

Upload the spreadsheets

  • Click Choose file. Upload all three CSV files: customers.csv, products.csv, and support_articles.csv.
  • Note the file IDs. We’ll need them later to create multilingual tools.

2. Create a Multilingual Workflow

1

Open the Vapi Dashboard

Go to dashboard.vapi.ai and log in to your account.

3

Create a new workflow

  • Click Create Workflow.
  • Enter workflow name: GlobalTech Multilingual Support Workflow.
  • Select the default template (includes Call Start node).
  • Click “Create Workflow”.
4

Configure Workflow Settings

  • Set up workflow variables for customer language preference and support context
  • Configure global settings for the multilingual workflow

Complete Workflow JSON: You can download the complete workflow configuration as a JSON file and use it with any HTTP client or save it for version control:

$# Save the workflow JSON to a file
>cat > multilingual_workflow.json << 'EOF'
>{
>  "name": "GlobalTech Multilingual Support Workflow",
>  "transcriber": {
>    "provider": "deepgram",
>    "model": "nova-2", 
>    "language": "multi"
>  },
>  "voice": {
>    "provider": "azure",
>    "voiceId": "en-US-AriaNeural"
>  },
>  "globalPrompt": "GlobalTech International is a technology company specializing in workflow automation and productivity solutions. Always be helpful, professional, and solution-focused when assisting customers.",
>  "nodes": [
>    {
>      "name": "language_selection",
>      "type": "conversation", 
>      "prompt": "You are helping the customer select their preferred language for support. Listen carefully for: English/one/1 to select english, Español/Spanish/dos/two/2 to select spanish, Français/French/trois/three/3 to select french. Extract their language preference clearly. If unclear, ask them to repeat their choice.",
>      "isStart": true,
>      "messagePlan": {
>        "firstMessage": "Hello! Hola! Bonjour! Welcome to GlobalTech International support. For English, say English or one. Para español, diga Español o dos. Pour français, dites Français ou trois."
>      },
>      "variableExtractionPlan": {
>        "output": [
>          {
>            "type": "string",
>            "title": "preferred_language",
>            "description": "Customer preferred language choice",
>            "enum": ["english", "spanish", "french"]
>          }
>        ]
>      }
>    },
>    {
>      "name": "english_support",
>      "type": "conversation",
>      "voice": {
>        "provider": "azure",
>        "voiceId": "en-US-AriaNeural"
>      },
>      "prompt": "You are Maria, GlobalTech English customer support representative. TONE: Direct, friendly, professional. Conversational but efficient. Solution-focused, provide clear steps. CAPABILITIES: Product information and recommendations, Account support, Technical troubleshooting and guidance, Transfer to specialized teams when needed. Keep responses concise under 40 words while being thorough and helpful.",
>      "messagePlan": {
>        "firstMessage": "Perfect! I am Maria, your English support representative. I am here to help you with any questions about GlobalTech products, account issues, or technical support. How can I assist you today?"
>      }
>    },
>    {
>      "name": "spanish_support", 
>      "type": "conversation",
>      "voice": {
>        "provider": "azure",
>        "voiceId": "es-ES-ElviraNeural"
>      },
>      "prompt": "Eres María, representante de soporte al cliente de GlobalTech en español. TONO: Cálido, respetuoso y paciente. Usa usted formalmente al principio, luego adapta según la preferencia del cliente. Toma tiempo para crear rapport, sé completa en las explicaciones. CAPACIDADES: Información y recomendaciones de productos, Soporte de cuenta, Solución de problemas técnicos y orientación, Transferir a equipos especializados cuando sea necesario. Mantén las respuestas concisas menos de 40 palabras mientras eres completa y útil.",
>      "messagePlan": {
>        "firstMessage": "¡Perfecto! Soy María, su representante de soporte en español. Estoy aquí para ayudarle con cualquier pregunta sobre los productos de GlobalTech, problemas de cuenta o soporte técnico. ¿Cómo puedo asistirle hoy?"
>      }
>    },
>    {
>      "name": "french_support",
>      "type": "conversation",
>      "voice": {
>        "provider": "azure", 
>        "voiceId": "fr-FR-DeniseNeural"
>      },
>      "prompt": "Vous êtes Maria, représentante du support client GlobalTech en français. TON: Poli, courtois et professionnel. Utilisez les conventions de salutation appropriées. Réponses structurées, respectueux de la formalité. CAPACITÉS: Informations et recommandations sur les produits, Support de compte, Dépannage technique et orientation, Transfert vers des équipes spécialisées si nécessaire. Gardez les réponses concises moins de 40 mots tout en étant complète et utile.",
>      "messagePlan": {
>        "firstMessage": "Parfait! Je suis Maria, votre représentante du support en français. Je suis là pour vous aider avec toutes vos questions concernant les produits GlobalTech, les problèmes de compte ou le support technique. Comment puis-je vous aider aujourd hui?"
>      }
>    }
>  ],
>  "edges": [
>    {
>      "from": "language_selection",
>      "to": "english_support",
>      "condition": {
>        "type": "ai",
>        "prompt": "Customer selected English language support"
>      }
>    },
>    {
>      "from": "language_selection",
>      "to": "spanish_support",
>      "condition": {
>        "type": "ai", 
>        "prompt": "Customer selected Spanish language support"
>      }
>    },
>    {
>      "from": "language_selection",
>      "to": "french_support",
>      "condition": {
>        "type": "ai",
>        "prompt": "Customer selected French language support"
>      }
>    }
>  ]
>}
>EOF
>
># Then create the workflow using the JSON file
>curl -X POST https://api.vapi.ai/workflow \
>     -H "Authorization: Bearer YOUR_VAPI_API_KEY" \
>     -H "Content-Type: application/json" \
>     -d @multilingual_workflow.json

3. Build the Multilingual Workflow

You’ll start with a language selection node and then create dedicated conversation paths for each language with appropriate cultural context and voices.

1

Configure the Language Selection Node

The workflow starts with a language selection node. Click on it and configure:

First Message
Hello! Hola! Bonjour! Welcome to GlobalTech International support. For English, say 'English' or 'one'. Para español, diga 'Español' o 'dos'. Pour français, dites 'Français' ou 'trois'.
Prompt
You are helping the customer select their preferred language for support.
Listen carefully for:
- "English" or "one" or "1" → english
- "Español" or "Spanish" or "dos" or "two" or "2" → spanish  
- "Français" or "French" or "trois" or "three" or "3" → french
Extract their language preference clearly. If unclear, ask them to repeat their choice.

Extract Variables:

  • Variable: preferred_language
  • Type: String
  • Description: Customer's preferred language choice
  • Enum Values: english, spanish, french
2

Add English Support Path

Click the + button and add a new Conversation node:

Condition
preferred_language == "english"
First Message
Perfect! I'm Maria, your English support representative. I'm here to help you with any questions about GlobalTech products, account issues, or technical support. How can I assist you today?
Prompt
You are Maria, GlobalTech's English customer support representative.
TONE & STYLE:
- Direct, friendly, and professional
- Conversational but efficient
- Solution-focused, provide clear steps
CAPABILITIES:
- Product information and recommendations
- Account support (billing, subscriptions, access)
- Technical troubleshooting and guidance
- Transfer to specialized teams when needed
Keep responses concise (under 40 words) while being thorough and helpful.
Use tools to look up customer information and provide accurate support.

Voice Configuration:

  • Provider: Azure
  • Voice: en-US-AriaNeural

Extract Variables:

  • Variable: customer_inquiry_type
  • Type: String
  • Description: Type of support needed
  • Enum Values: product_info, account_support, technical_help, billing_question
3

Add Spanish Support Path

Add another Conversation node:

Condition
preferred_language == "spanish"
First Message
¡Perfecto! Soy María, su representante de soporte en español. Estoy aquí para ayudarle con cualquier pregunta sobre los productos de GlobalTech, problemas de cuenta o soporte técnico. ¿Cómo puedo asistirle hoy?
Prompt
Eres María, representante de soporte al cliente de GlobalTech en español.
TONO Y ESTILO:
- Cálido, respetuoso y paciente
- Usa "usted" formalmente al principio, luego adapta según la preferencia del cliente
- Toma tiempo para crear rapport, sé completa en las explicaciones
CAPACIDADES:
- Información y recomendaciones de productos
- Soporte de cuenta (facturación, suscripciones, acceso)
- Solución de problemas técnicos y orientación
- Transferir a equipos especializados cuando sea necesario
Mantén las respuestas concisas (menos de 40 palabras) mientras eres completa y útil.
Usa las herramientas para buscar información del cliente y brindar soporte preciso.

Voice Configuration:

  • Provider: Azure
  • Voice: es-ES-ElviraNeural (or es-MX-DaliaNeural for Mexican Spanish)

Extract Variables:

  • Variable: customer_inquiry_type
  • Type: String
  • Description: Tipo de soporte necesario
  • Enum Values: informacion_producto, soporte_cuenta, ayuda_tecnica, pregunta_facturacion
4

Add French Support Path

Add another Conversation node:

Condition
preferred_language == "french"
First Message
Parfait! Je suis Maria, votre représentante du support en français. Je suis là pour vous aider avec toutes vos questions concernant les produits GlobalTech, les problèmes de compte ou le support technique. Comment puis-je vous aider aujourd'hui?
Prompt
Vous êtes Maria, représentante du support client GlobalTech en français.
TON ET STYLE:
- Poli, courtois et professionnel
- Utilisez les conventions de salutation appropriées ("Bonjour/Bonsoir")
- Réponses structurées, respectueux de la formalité
CAPACITÉS:
- Informations et recommandations sur les produits
- Support de compte (facturation, abonnements, accès)
- Dépannage technique et orientation
- Transfert vers des équipes spécialisées si nécessaire
Gardez les réponses concises (moins de 40 mots) tout en étant complète et utile.
Utilisez les outils pour rechercher les informations client et fournir un support précis.

Voice Configuration:

  • Provider: Azure
  • Voice: fr-FR-DeniseNeural (or fr-CA-SylvieNeural for Canadian French)

Extract Variables:

  • Variable: customer_inquiry_type
  • Type: String
  • Description: Type de support nécessaire
  • Enum Values: info_produit, support_compte, aide_technique, question_facturation
5

Add Customer Lookup Flow

For each language path, add a Tool node to look up customer information:

English Customer Lookup:

Condition
preferred_language == "english" AND customer_inquiry_type identified

Tool: Select your pre-configured lookup_customer tool

Follow-up Conversation Node:

First Message
I found your account information. Let me help you with your [inquiry_type]. What specific issue are you experiencing?

Spanish Customer Lookup:

Condition
preferred_language == "spanish" AND customer_inquiry_type identified

Tool: Select your pre-configured lookup_customer tool

Follow-up Conversation Node:

First Message
Encontré la información de su cuenta. Permíteme ayudarle con su [inquiry_type]. ¿Qué problema específico está experimentando?

French Customer Lookup:

Condition
preferred_language == "french" AND customer_inquiry_type identified

Tool: Select your pre-configured lookup_customer tool

Follow-up Conversation Node:

First Message
J'ai trouvé les informations de votre compte. Laissez-moi vous aider avec votre [inquiry_type]. Quel problème spécifique rencontrez-vous?
6

Add Support Resolution Flows

Create specialized flows for different inquiry types in each language:

Product Information Flow (for each language):

  • Tool Node: Use get_product_info tool
  • Conversation Node: Present product information in customer’s language
  • Follow-up: Ask if they need additional assistance

Technical Support Flow (for each language):

  • Tool Node: Use search_support_articles tool
  • Conversation Node: Guide through troubleshooting in customer’s language
  • Follow-up: Verify issue resolution or escalate if needed

Account Support Flow (for each language):

  • Conversation Node: Collect account details in customer’s language
  • Tool Node: Look up account information
  • Conversation Node: Resolve account issues or transfer to billing team
7

Add Transfer and Completion Nodes

Transfer to Human Agent (language-specific):

English Transfer:

Condition
Issue requires human assistance

Node Type: Transfer Call First Message: I'm connecting you to one of our English-speaking specialists who can better assist you. Please hold for just a moment. Phone: +1-555-SUPPORT

Spanish Transfer:

Condition
Issue requires human assistance AND preferred_language == "spanish"

Node Type: Transfer Call First Message: Le estoy conectando con uno de nuestros especialistas de habla hispana que puede ayudarle mejor. Por favor, manténgase en línea por un momento. Phone: +1-555-SOPORTE

French Transfer:

Condition
Issue requires human assistance AND preferred_language == "french"

Node Type: Transfer Call First Message: Je vous mets en relation avec l'un de nos spécialistes francophones qui pourra mieux vous aider. Veuillez patienter un instant. Phone: +1-555-SOUTIEN

End Call Node (language-specific):

English: Thank you for contacting GlobalTech International. Have a great day! Spanish: Gracias por contactar a GlobalTech International. ¡Que tenga un excelente día! French: Merci d'avoir contacté GlobalTech International. Passez une excellente journée!

4. Configure Phone Number

2

Create or Import Phone Number

  • Click Create Phone Number for a new Vapi number, or
  • Click Import Phone Number to use your existing number from Twilio/Telnyx
3

Configure Inbound Settings

Workflow: Select your GlobalTech Multilingual Support Workflow

Advanced Settings:

  • Enable call recording for quality assurance
  • Set maximum call duration (e.g., 20 minutes)
  • Configure voicemail detection if needed
4

Test Your Multilingual Workflow

Call your Vapi phone number to test the complete workflow:

  • Test language selection with different inputs
  • Verify each language path works correctly
  • Test customer lookup and support tools
  • Ensure transfers work for each language

Benefits of Workflow-Based Multilingual Support

Structured Language Selection

  • Clear menu: Customers explicitly choose their language
  • No guesswork: Eliminates language detection errors
  • Better UX: Customers know exactly what to expect

Optimized Conversation Paths

  • Dedicated nodes: Each language has its own conversation flow
  • Cultural context: Language-specific tone and formality levels
  • Native voices: Optimal voice selection for each language

Easier Maintenance

  • Separate logic: Independent conversation flows for each language
  • Clear analytics: Track usage and success by language
  • Scalable: Easy to add new languages without affecting existing flows

Enhanced Performance

  • No real-time detection: Faster response times
  • Optimized prompts: Language-specific system prompts
  • Better accuracy: Eliminates language switching confusion

Alternative Approach: For automatic language detection during conversation, see our Assistant-based multilingual agent that detects and switches languages dynamically within a single conversation flow.

Next Steps

Just like that, you’ve built a structured multilingual support workflow that provides clear language selection and optimal conversation paths for each language.

Consider reading the following guides to further enhance your workflow:

Need help with multilingual workflows? Chat with the team on our Discord or mention us on X/Twitter.