Genesys Cloud - Main

Hello Ryan,

I would check what the language is being set as in the callback flow as if this is set en-us(the default) it will change the language when it hits that flow.

Hi @Ryan Reynolds,

The issue is that callbacks are treated as outbound calls and they grab their language from either the queue or trunk - not from the original inbound call. That's why you're seeing en-us instead of en-gb

Quick fix: Set the default language directly on your queue

This will override whatever's on the trunk and should sort out your topic matching issues. Those Set Language actions you added won't help here since callbacks start fresh as outbound calls - they don't carry over settings from the inbound leg.

Hi Josh,

Thanks for the suggestion, and insight into where the language is pulled from. 

I've now set the default language at the queue level, it was empty before. I will see how I get on! 

Hi @Ryan Reynolds,

The issue is that callbacks are treated as outbound calls and they grab their language from either the queue or trunk - not from the original inbound call. That's why you're seeing en-us instead of en-gb

Quick fix: Set the default language directly on your queue

This will override whatever's on the trunk and should sort out your topic matching issues. Those Set Language actions you added won't help here since callbacks start fresh as outbound calls - they don't carry over settings from the inbound leg.

Hi Josh, your suggestion has worked, thank you so much!  

Hi Josh,

Thanks for the suggestion, and insight into where the language is pulled from. 

I've now set the default language at the queue level, it was empty before. I will see how I get on! 

Hi @Ryan Reynolds,

The issue is that callbacks are treated as outbound calls and they grab their language from either the queue or trunk - not from the original inbound call. That's why you're seeing en-us instead of en-gb

Quick fix: Set the default language directly on your queue

This will override whatever's on the trunk and should sort out your topic matching issues. Those Set Language actions you added won't help here since callbacks start fresh as outbound calls - they don't carry over settings from the inbound leg.

Hi Ryan, 

That's great to hear!

Hi Josh, your suggestion has worked, thank you so much!  

Hi Josh,

Thanks for the suggestion, and insight into where the language is pulled from. 

I've now set the default language at the queue level, it was empty before. I will see how I get on! 

Hi @Ryan Reynolds,

The issue is that callbacks are treated as outbound calls and they grab their language from either the queue or trunk - not from the original inbound call. That's why you're seeing en-us instead of en-gb

Quick fix: Set the default language directly on your queue

This will override whatever's on the trunk and should sort out your topic matching issues. Those Set Language actions you added won't help here since callbacks start fresh as outbound calls - they don't carry over settings from the inbound leg.