To train Papo's Voice Assist (https://papo.global/) to answer phone calls in Portuguese and English, you configure the Prompt and AI module with bilingual instructions and language detection. This way, the voice assistant automatically switches languages during the call, using the same knowledge base to respond accurately in both languages.
The key to bilingual phone support with AI lies in the prompt structure (the AI Agent instructions) and integration with a voice channel. Voice Assist does not have a manual language selector; it inherits the behavior and knowledge of the AI agent associated with the voice inbox. With a single well-trained assistant, you can serve customers who speak Portuguese or English without needing separate lines.
| Training strategy | How it works | When to use |
|---|---|---|
| Bilingual prompt with automatic detection | You create an AI Agent with instructions to identify the language of the question and respond in the same language. The Voice Assist associated with this prompt switches between Portuguese and English naturally during the call. | Ideal for businesses that use a single phone number to serve customers of different nationalities. |
| Separate agents by language | You create two distinct AI Agents, one for Portuguese and one for English, and associate them with different voice inboxes, each connected to a specific phone number. | Ideal when you want dedicated phone numbers per language, or when the knowledge bases and flows are very different for each language. |
How bilingual voice support works
When a customer calls the number connected to Papo via Wavoip, the AI flow is triggered immediately. The assistant transcribes speech, interprets intent, and responds. The ability to switch between Portuguese and English depends exclusively on how the AI agent was trained in the Prompt and AI module:
- Reception and transcription: The call is received in the voice inbox. The customer's audio is transcribed to text.
- Language detection: The transcribed text is sent to the AI Agent. The rules in the prompt instruct the agent to analyze the language of the question (e.g., "if the message is in English, reply in English; if it is in Portuguese, reply in Portuguese").
- Knowledge base search: The agent queries the Knowledge Base, which should contain relevant information in both languages to ensure accurate answers in any scenario.
- Response and voice synthesis: The AI formulates the response in the detected language. Then Papo synthesizes the response audio in the configured voice, completing the phone interaction.
Step-by-step to train and configure
Before you start, you will need a voice inbox already integrated with a telephony provider, such as Wavoip, and an active phone number.
- Access the Prompt and AI module in the Papo dashboard to create or edit your agent.
- Define bilingual behavior in the rules. In the agent instructions, include clear commands for language detection. For example, you can add an absolute rule such as: "Identify the language of the customer's message and always reply in the same language. If the customer writes or speaks in English, the entire conversation must continue in English."
- Feed the knowledge base. In the same module, upload documents, FAQs, and company policies in both Portuguese and English. This ensures the AI has correct content to respond in both languages.
- Associate the agent with the voice inbox. Go to Settings → Inboxes and select your voice inbox. In the AI configuration section, choose the bilingual agent you just trained.
- Test language switching. Call the number and ask questions in Portuguese and English in the same call to validate whether detection and response are flowing naturally.
Who this makes sense for
- Tourism and hospitality companies that receive guests and customers from various countries and want to offer immediate phone support in their native language.
- Import and export businesses with customers and suppliers who speak English and Portuguese.
- Startups and technology companies with global operations that want scalable phone support without building separate teams per language.
- White label resellers that configure the platform for end customers with international operations.
Frequently asked questions
Can Voice Assist understand when the customer mixes Portuguese and English in the same sentence?
The behavior will depend on the instructions in the AI Agent prompt. Generally, the assistant sticks to the predominant language of the first interaction or sentence. If language mixing is a common scenario, you can add a rule in the prompt for the agent to prioritize one of the languages or ask for clarification.
Do I need to create two separate Knowledge Bases?
It is not mandatory. You can use a single Knowledge Base containing documents in Portuguese and English. The AI engine will be able to retrieve information in the language corresponding to the question, as long as both contents are available.
Is it possible to have different voices for each language?
Synthesized voice configuration is done per agent or per inbox. To use different voices, the simplest strategy is separate agents by language, each associated with its own voice inbox and phone number. Details about available voices are on the platform.
Does this configuration work with white label resale?
Yes. All Prompt and AI and Voice Assist features are available to white label resellers. You can train bilingual agents and configure voice integration for each of your customers, using the same customization tools in the dashboard.
Does language detection work for languages other than Portuguese and English?
Yes. The principle is the same. If the AI Agent is instructed to recognize and respond in Spanish, French, or any other language, and the Knowledge Base has content in that language, Voice Assist will be able to support that language. The training logic is exactly the same.
Read also
- How to view and manage Wavoip tokens in Papo
- How to train Prompt and AI with real conversation examples
Create your Papo account and set up your bilingual voice assistant at no initial cost to try it out.