Genesys Cloud - Main

Hello Could you please confirm if there is a way to force the prompt to use the English language slot or configure a fallback to English when another language prompt is not available?

Hi Kranthi,

From my understanding, there isn't a native way in Genesys to force a prompt to use a specific language slot (such as English) or to configure a fallback to English when another language version is not available.

Prompt playback is driven by the current flow language (for example using the Set Language action), and the system will attempt to play the audio from that language slot. If the prompt only has audio in the English (en-US) slot, it won't automatically fall back when another language is selected.

To handle this, you would typically either ensure the prompt has audio in all required language slots, or explicitly reference a specific prompt where needed.

Happy to hear if others have implemented a different approach.