How do I build a single IVR call flow that supports multiple languages?

How do I build a single IVR call flow that supports multiple languages?

⚡Quick answer -

Yes. You can use one call flow and add a Language node under your IVR Menu. Each DTMF key (1, 2, 3…) plays prompts in a different language, but all languages share the same underlying IVR logic, routing and reports.

WHEN SHOULD I USE THIS GUIDE?

Use this when:

  • You want a single IVR that works in multiple languages (e.g., English, Hindi, and regional).
  • Callers should hear all prompts (welcome, menu, after-hours, voicemail, etc.) in their preferred language.
  • You don’t want to maintain separate IVRs for each language (less duplication, easier to manage).

1. PREREQUISITES

  • Access / Role
    • You are an Admin or any role that can open Call ▸ Design Callflow.
  • Existing Call Flow
    • At least one call flow already created (Basic or Advanced).
  • Audio / TTS for every language
    • For each prompt (Welcome, Menu, On-hold, Voicemail etc.), you should have:
      • Either system-generated audio (Text to Speech), or
      • A recorded file uploaded in Audio Library (supported format: MP3 for uploads).
  • IVR design
    • You are using Advanced Call Flow (multi-level IVR), where you can add nodes like Menu, Department, Custom Message, Voicemail, Language, etc.

2. STEP-BY-STEP SETUP – MULTI-LANGUAGE IN A SINGLE CALL FLOW

Step 1 – Open your call flow

  1. Log in to your MyOperator panel.
  2. Click Call on the left side of the panel.
  3. Go to Design Callflow.
  4. Either:
    • Click Edit Live call flow, or
    • Click Create new call flow and set up your base IVR.

Step 2 – Switch to Advanced Call Flow (if not already)

  1. In your call flow, click Create Advance Call Flow (or open the existing Advanced Call Flow).
  2. You’ll see nodes like Welcome, Menu, Department, Custom Message, Voicemail, Extension, Input & Response, etc.

Step 3 – Add a Language node under your Menu

  1. Locate the Menu node where you want callers to choose a language (e.g., after Welcome).
  2. Click the “+” icon in front of that Menu.
  3. From the node list, select Language.
    • This node lets you add multiple languages in the same IVR.

Step 4 – Configure each language option

For each language you want to support:

  1. Click on the newly added Language node.
  2. In the properties pane (right side):
    • Name – e.g., “English”, “Hindi”, “Tamil”.
    • Prompt – greeting and language selection message:
      • Use system-generated audio (TTS) and type your script in that language, or
      • Select/upload a recorded MP3 from Audio Library.
    • DTMF Key / Option – assign a number:
      • e.g., 1 = English, 2 = Hindi, 3 = Tamil.
  3. Repeat for each language option you want.
    • You can add up to 10 IVR options (0–9) as per the standard IVR limit.

Example prompt (TTS or recorded):

“For English, press 1. हिंदी के लिए 2 दबाएँ. For Tamil, press 3.”

Step 5 – Connect all language branches to ONE common IVR logic

  1. For each language option (1, 2, 3…), drag the outgoing arrow and connect it to the same downstream IVR tree, e.g.:
    • Language (English) → Menu (Press 1 for Sales, 2 for Support)
    • Language (Hindi) → Menu (Sales/Support Hindi prompts)
  2. You’re reusing the same routing structure (Departments, Voicemail, Time-based routes), but:
    • The audio/TTS attached to each node should be in that language.

Tip:

  • Keep node structure identical across languages; only change the audio or TTS text.

Step 6 – Set audio/tts in the right language for each node

For each language branch:

  1. Open Menu, Custom Message, Voicemail, etc. in that branch.
  2. For each node, set:
    • Language-specific TTS script or
    • Language-specific audio file from Audio Library.
  3. Save changes.

Step 7 – Preview & Publish

  1. Click Save to Preview.
  2. In the Preview section:
    • Select your call flow (if multiple exist).
    • Send a test call to your own number and test at least one path per language.
  3. Once verified, click Publish to activate the multi-language IVR.

image.png

Alt text: IVR flow with multiple languages

3. EDGE CASES – WHEN THINGS DON’T BEHAVE AS EXPECTED

Scenario

What typically happens

Recommended fix / workaround

Caller doesn’t press any key at language menu

Treated as no input / wrong input based on Advanced Settings.

Go to Call ▸ Design Callflow ▸ Advance setting → configure Menu Repeat and On wrong input to either repeat the language menu or transfer to a default language/agent.

Caller presses an invalid key

Counted as wrong input for that Menu/Language node.

In Advance setting, set On wrong input to either repeat the language options or transfer to a fallback path (e.g. default language).

You need more language options than DTMF keys

IVR has a practical limit of 10 keys (0–9).

Create a two-level language tree: first menu for region (North/South/International), second menu for actual language options.

Only some prompts are translated

Caller may hear parts of IVR in one language and others in another.

Make a checklist of all nodes (Welcome, Menu, On hold, Voicemail, After-hours) per language and update via Audio Library.

4. TROUBLESHOOTING MATRIX (MULTI-LANGUAGE SPECIFIC)

Symptom

What to check

Call drops after language selection

- Route Settings (Advance setting → route change)

- Check the call flow is published and timings are valid for this IVR.

Language options don’t play / caller hears silence

- Open Audio Library → verify files exist and are mapped.

- Ensure node has either TTS text or a valid audio file.

Wrong language plays for a given key

- In Advanced Call Flow, confirm the DTMF mapping (1, 2, 3…) and arrow connections.

- Check you didn’t reuse the wrong audio file.

Language node not visible in the designer

- Ensure you are in Advanced Call Flow (not basic).

- Click the “+” in front of Menu to see the Language node in the list.

5. VERIFY & CONFIRM SUCCESS

  1. Dial your MyOperator number from a test phone.
  2. For each language option:
    • Choose that language.
    • Navigate the menu (Sales, Support, etc.).
    • Check that:
      • All prompts play in the selected language, and
      • Calls still route to the correct departments/users.
  3. Test:
    • No input and wrong input at the language menu to confirm behaviour matches your configuration (repeat vs transfer).
  4. Finally, monitor your Call Reports:
    • Compare answer rates/abandonment/call duration after enabling multiple languages.
    • If you’re using Node IDs, you can track usage of each language node more deeply via APIs.

6. NEXT STEPS / BEST PRACTICES

  • Finalise production audio
    • Once testing is done, get professional recordings (via Audio Library & voice artist request) for all languages.
  • Use time-based IVR + languages
    • Combine Time-based routes (office hours / after-hours) with language options so each time band also has language-specific prompts.
  • Keep menus short
    • Don’t overload callers: 3–5 language options are easier than 8–9.
  • Review performance regularly
    • Use call reports to see if a particular language has higher drop-offs; fix prompts or menu design accordingly.

Need help fast?

  • Raise a ticket from your MyOperator panel, or

Call: +91 81029 81029for support.

Need help fast? Submit a support ticket or call +91 81029 81029.

Keywords: IVR, multi-language call flow, Language node, locale, DTMF, Text-to-Speech