Genesys Cloud - Main

I'm currently working on an AVA that handles both en-CA and fr-CA. My SIP trunk's default language is fr-CA, and the AVA works fine switching between fr-CA and en-CA or vice versa. However, I have an issue with the wait message: if the AVA starts in fr-CA and the customer asks it to speak English, it switches correctly. But if the customer then asks a question that requires the AVA to use a tool, the AVA says "Un moment svp" ("one moment please") in French, then retrieves the information and continues in English. This is very annoying, and I'm not sure how to fix it, since my guidelines clearly state that the AVA should stick with the new language and not revert to the previous one under any circumstance, unless the customer asks to switch back to French.

Hello Sebastien,

Is this happening with regular frequency?  I would recommend revisiting your instructions and modifying them to have more explicit instructions in your AVA's Guidelines section about maintaining language context during tool invocations. For example:

"When a tool is invoked after a language switch, ALL system messages including wait messages must be in the currently active language, not the default SIP trunk language."

If the bot is still reverting after instructions like the one above, you may want to open a case with Product Support to see why the AVA is choosing French for that comfort statement.