Multilingual support workflow

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

Multilingual support workflow

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

This example uses Workflows. For new builds, use a Squad with language‑specific assistants. See: Squad - Multilingual Support.

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

A Vapi account.

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

Dashboard

TypeScript (Server SDK)

Python (Server SDK)

cURL

Download the spreadsheets

Navigate to the Files section

In your Vapi dashboard, click Files in the left sidebar.

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

Dashboard

TypeScript (Server SDK)

Python (Server SDK)

cURL

Open the Vapi Dashboard

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

Navigate to the Workflows section

Click Workflows in the left sidebar.

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”.

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.

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

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

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

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

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?

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

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

Dashboard

TypeScript (Server SDK)

Python (Server SDK)

cURL

Navigate to Phone Numbers

Click Phone Numbers in the left sidebar of your dashboard.

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

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

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:

Assistant-based Multilingual Agent - Compare with automatic language detection approach
Custom Tools - Create advanced multilingual tools and integrations
Advanced Workflows - Learn about complex workflow patterns and conditional logic

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

This example uses Workflows. For new builds, use a Squad with language‑specific assistants. See: Squad - Multilingual Support.

Overview

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

A Vapi account.

Scenario

Final Workflow

1. Create a Multilingual Knowledge Base

Dashboard

TypeScript (Server SDK)

Python (Server SDK)

cURL

Download the spreadsheets

Navigate to the Files section

In your Vapi dashboard, click Files in the left sidebar.

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

Dashboard

TypeScript (Server SDK)

Python (Server SDK)

cURL

Open the Vapi Dashboard

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

Navigate to the Workflows section

Click Workflows in the left sidebar.

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”.

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.

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

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

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

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

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?

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

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"

French Transfer:

Condition

Issue requires human assistance AND preferred_language == "french"

End Call Node (language-specific):

4. Configure Phone Number

Dashboard

TypeScript (Server SDK)

Python (Server SDK)

cURL

Navigate to Phone Numbers

Click Phone Numbers in the left sidebar of your dashboard.

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

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

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

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:

Assistant-based Multilingual Agent - Compare with automatic language detection approach
Custom Tools - Create advanced multilingual tools and integrations
Advanced Workflows - Learn about complex workflow patterns and conditional logic

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

$	# 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