Set up and test live call translation

When this is done, an agent can take a call from a customer who speaks a language the agent doesn't. Each side hears the other in their own language, as a synthesized voice over the original voice, and the agent sees a live transcript of both sides. Afterwards, supervisors can read the transcript in either language.

Customer calls and speaks German
  → Set customer language marks the call as German, with call translation
  → the queue hands the call to an agent who speaks English
  → the languages differ, so translation starts:
      the agent hears English, the customer hears German, both sides are transcribed
  → the transcript is stored with the conversation

It takes about 30 minutes. Roles involved: Administrator (Part 1), Agent (Part 2), Supervisor (Part 3).

Not available on every tenant

Live call translation is an add-on, and it may not be turned on for your tenant. If Call Translation isn't offered when you create a language profileLanguage Profile – A setting that names the language of a customer or an agent and the AI providers used for it (speech-to-text, text-to-speech, translation)., or the Voice tab of an agent workspaceAgent Workspace – Agent Workspaces control the Script that gets executed for the agents during conversations. It also designates additional properties, like Hold music, Completion Codes, Wrap-up timers, etc. has no Call Translation section, it isn't turned on. Contact your Graia account manager.

Before you start

What	Who	Where
Call translation turned on for your tenant (see the note above)	Graia	–
Access to AI Administration and the Voice section of the portal	Administrator	Roles
The language pair you need is supported for call translation	Administrator	Language availability
A voice workflow with a queue, and a voice channel that uses it	Administrator	Build your first voice workflow
A phone you can call the channel from, and someone who speaks the customer's language – or a recording to play	Tester	–
An agent who can log in and take calls from the queue	Tester	–

Translation only works on direct calls between one customer and one agent. It doesn't work for campaign calls, transfers and conferences, and agents can't play on-demand announcements during a translated call. See Call Translation.

Part 1 – Set it up (Administrator)

1. Create the agent language profile

The agent language profile says which language the agent speaks, and which speech services turn their speech into text and the customer's translated text into speech.

1. Go to AI Administration › Language Profiles. The Agent tab is open.
2. Click Create agent language profile.
3. Enter a Language Profile Name, for example Agents - English, choose the agent's Language, and click Next.
4. Under Features, select Call Translation.
5. Choose a Speech To TextSTT (Speech-to-Text) – A technology that converts spoken audio into written text, used in voice conversations for transcription, bot interaction and translation. Provider and a Text To SpeechTTS (Text-to-Speech) – A technology that converts written text into spoken audio, used in voice channels for bot responses and announcements. Provider. Only providers that support the language are listed.
6. Choose a Text To Speech Voice Model. This is the voice the customer hears when the agent's speech is translated.
7. Click Create.

Expected result: Language profile successfully created! The profile is listed on the Agent tab with the call translation icon.

See Create agent language profile.

2. Create the customer language profile

1. On the Customer tab, click Create customer language profile.
2. Enter a Language Profile Name, for example Customers - German, choose the customer's Language, and click Next.
3. Under Features, select Call Translation.
4. Choose a Speech To Text Provider, a Text To Speech Provider and a Text To Speech Voice Model. This is the voice the agent hears when the customer's speech is translated.
5. Click Create.

Expected result: Language profile successfully created! Open your agent profile from step 1 and click the Translations tab: the new customer profile is listed there with the Default translation engine. The pair is created automatically – change the engine here only if you need to.

See Create customer language profile.

3. Set the agent's spoken language and profile

Translation starts only when the customer's language isn't one the agent speaks. The system knows what the agent speaks from their record.

1. Go to Agents › Agents and open the agent.
2. Under Spoken languages, check that the agent's language is listed, for example English. Add it from Add new language if it isn't. Don't add the customer's language – if the agent speaks it, the call isn't translated.
3. In Language profile for live translationLive Translation – Real-time bidirectional voice translation between a customer and agent, enabling multilingual conversations., choose the profile from step 1. Only profiles in the agent's spoken languages are listed.
4. Click Save.
5. Ask the agent to log out of the Agent applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set. and back in.

Expected result: the agent record shows the spoken language and the language profile.

See Edit an agent.

4. Set the customer's language in the workflow

The workflow tells the system which language the caller speaks. Put a Set customer language node on the path before the queue.

Use the workflow of the voice channel callers will dial. To try it without touching a live line, create a test workflow and a test channel.

1. Go to Voice › Workflows and open the workflow.
2. Drag from the output of the node before the Queue and choose Set customer language. If the path already goes to the queue, connect the new node's Then output to the Queue.
3. In Customer language profile, choose the profile from step 2.
4. Expected result: the node lists Call Translation under Features supported by the selected profile.
5. Click Save.

Expected result: Workflow successfully updated!

If callers speak different languages, give each language its own path, for example after a menu where callers choose their language, with its own Set customer language node. If a path has more than one, the last one the caller passes counts.

See Set customer language.

5. Optional: tune the translation in the agent workspace

The defaults work for a first test. Change them once agents have tried it.

1. Go to Agents › Agent Workspaces and open the workspace that the queue uses (the Agent workspace field on the Queue node), or create one.
2. Open the Voice tab and find the Call Translation section.
3. Adjust, for example, Volume of original agent audio (how loud the customer hears the agent's own voice under the translation) or Agent side transcript confirmation enabled (the agent checks their transcribed text before it's sent).
4. Click Save.

Expected result: the settings are saved. If the Call Translation section is missing, call translation isn't turned on for your tenant.

See Call translation settings.

Part 2 – Take a translated call (Agent)

6. Make a test call

1. Log in to the Agent application as the agent from step 3 and set your state to Available.
2. From the test phone, call the channel's number. When the call reaches you, answer it.
3. Have the caller speak the customer's language, and answer in yours.

Expected result: the work areaWork Area – The primary display area in the Agent Application where the active Conversation with a customer is displayed. shows Translation enabled and a Transcript button. You hear the caller's own voice quietly, and the translation louder, in a synthesized voice. The caller hears your speech translated.

See Use translation and transcription.

7. Use the transcript and type-to-speak

1. Click Transcript. The customer's speech, translated into your language, is on the left; yours is on the right.
2. Try the settings: Customer Voice Volume, Hear translated voice and Enable Translation.
3. In Send message to the customer at the bottom of the task area, type a short sentence, for example an order number, and send it.
4. End the call and wrap upWrap-up – Post-conversation administrative work performed by an Agent after a customer interaction ends, before the Work Item is closed..

Expected result: both sides appear in the transcript as you speak. The caller hears your typed sentence in their language.

See Type messages to the customer.

Part 3 – Read the transcript (Supervisor)

8. Open the conversation

1. In the portal, go to Historical Reports › Conversations and find the test call. Set Media type to Calls to shorten the list.
2. Click the eye icon (View and download conversation history). The Conversation History panel opens.
3. Switch from Recording transcript to Live transcript.
4. Choose Agent, Customer or Both to read the conversation in either language, or both.

Expected result: both sides of the call are listed, in the language you selected.

See Voice transcript in participant languages.

Check that it works

#	Do this	You should see
1	Open the agent profile's Translations tab	The customer profile is listed
2	Open the agent record	The spoken language and Language profile for live translation are set
3	Open the workflow	Set customer language on the path to the queue, showing Call Translation
4	Call the number and let the agent answer	Translation enabled; each side hears the other in their own language
5	Type a message in Send message to the customer	The caller hears it in their language
6	Open the call in Historical Reports › Conversations, Live transcript	Both sides, in the language you choose

If it doesn't work

Symptom	Likely cause	Fix
Call Translation isn't offered in the language profile, or the workspace has no Call Translation section	Call translation isn't turned on for your tenant	Contact your Graia account manager
The language isn't in the Language list, or no provider is offered	The language isn't supported for call translation	Check language availability
The agent's profile isn't in Language profile for live translation	The profile's language isn't one of the agent's spoken languages	Step 3
The call isn't translated	The customer's language is one of the agent's spoken languages, the path has no Set customer language node, or its profile doesn't have Call Translation	Steps 3 and 4
The call isn't translated after a transfer, or in a campaign or conference	Translation isn't available for these calls	Working as designed
Translation stopped during the call	The agent turned off Enable Translation	Turn it back on in the Transcript panel
The agent can't hear the translated customer voice	Disable customer audio translation for agents is on in the workspace, or the agent turned off Hear translated voice	Step 5, or the Transcript panel
Numbers or product names are translated wrongly	Speech recognition doesn't know your terms	Add a vocabulary or text manipulation rules to the profile

Related

• Language profiles
• Language profile checklist: Call translation
• Agents
• Voice workflows: Set customer language
• Agent workspace: Call translation settings
• Handling inbound calls (Agent)
• Ad-hoc outbound calls with translation (Agent)
• Conversation history