Genesys Cloud - Main

HI In our flow, the language changes dynamically based on the user's selection (e.g., French, Spanish). When the language changes, the system tries to play the prompt from that specific language slot. However, the audio file is uploaded only in the English (en-us) slot.?

Hi Kranthi,

Yes, that is expected behaviour.

Prompts in Genesys are language-based, so when the flow language changes (for example to French or Spanish), the system will attempt to play the audio from that specific language slot. If the prompt only has audio uploaded in the English (en-US) slot, it won't automatically fall back to English when another language is selected.

To ensure the prompt plays consistently, you would typically need to upload the same audio into the required language slots, or handle it by explicitly referencing a specific prompt instead of relying on language-based resolution.

Happy to hear if others have implemented a different approach.

Hi,

Phaneendra is correct. When you go to user prompts, then at the top you need to add the languages that you wish to use, then in you audio file when you open it then you will be able to add an Audio prompt for your needed languages. I
Here you add your language.

I hope it helps

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Laurent Pret
Senior Manager, PS Consulting, EMEA
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