A language is a spoken-language label attached to users, so routing can ask for "someone who speaks French" and reach a person who can hold the conversation. Each user can carry several at once.
Overview
A language is the linguistic dimension of your tenant, sitting alongside Tags and Locations as a per-user attribute. You pick a name from a predefined list, then assign the users who speak it. Each user can carry multiple languages.
What it does
Language assignments shape who picks up a call. A caller who selects French in an IVR menu can be routed to a French-speaking queue, but never sees the assignment itself. Languages become routing-relevant when consumed by:
- Pools - both Include and Filter phases accept languages, for example "all sales agents who speak French".
- Multicasts - page everyone who speaks a given language.
- Call flow steps - the Dial step type can target users by language.
- Queues - via a language-filtered pool member source.
The Name is read-only after creation. To change a language, delete and recreate it, then re-assign the users.
See also
- Users - where languages are assigned.
- Pools - the main consumer.
- Multicasts - paging by language.
- Tags - the attribute-based counterpart.
- Locations - the place-based counterpart.