Translation after an external consult¶

Status: Current | Last reviewed: 2026-08-13

An External Consult can connect a customer and specialist who speak different languages, then start live translation after the handoff. The consult agent can already speak Spanish while briefing the specialist if its own model, voice, and prompt support Spanish. The translation pipeline is separate and stays off until the customer and specialist are merged and both AI agents leave.

Configure the Transfer Agent¶

Open the outbound agent used by External Consult, select its voice LLM or speech-to-speech stage, and open Behavior → Tools → Transfer Agent settings. Under Post-merge translation choose:

• Off — merge the humans without live translation.
• Always after merge — start translation after every successful handoff.
• Agent decides from criteria — let the consult agent decide when the two humans cannot comfortably converse in a shared language. Add your rule under Translation criteria.

Select the published Translation pipeline that should run. This pipeline is fixed by configuration; the consult agent cannot choose another pipeline.

Under Language selection, choose one of these behaviors:

• Detected at runtime, then pipeline defaults — the consult agent can report both the customer's and specialist's detected languages. If it cannot confidently identify both, the selected pipeline's defaults are used.
• Pipeline defaults only — always use the language pair authored on the translation pipeline.

Runtime languages are sent as concrete BCP-47 tags such as en-US and es-MX. TrueServe accepts both languages together or neither; it does not apply a one-sided override or an auto value.

What happens during the call¶

The customer stays with the origin agent while the Transfer Agent calls and briefs the specialist. No translation pipeline is running at that point. When the specialist is ready, the platform validates the configured pipeline and language decision, merges the two human legs, removes both AI agents, and only then starts bidirectional translation.

If configuration or language validation fails, the merge is refused before the AI agents are removed. This avoids leaving the two humans connected without the translation they need.

Post-merge translation works on SIP/Genesys and Amazon Connect calls. Direct browser Preview supports the consult itself but not the post-merge translation media topology; use a real SIP or Connect call to test the translated handoff.