Handle calls from Spanish-speaking customers with Voice Agent Spanish Language Support

  • Updated on Apr 30, 2026
  • Published on Apr 28, 2026
  • 3 minute(s) read
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This improvement to the Voice Agent enables service companies to automatically handle and book jobs for Spanish-speaking customers using the same automated call experience available in English. This Voice Agent update is for basic phones, Phones Pro, and Contact Center Pro.

Note: Voice Agents updates may arrive on a different schedule than other items in this release. Because Voice Agents updates separately, the latest changes may appear shortly after this release goes live.

Configuration settings for a voice agent named Sam at Titan Home Services.

What's changing?

Previously, the Voice Agent could only understand and respond in English. When a Spanish-speaking customer called, the Voice Agent could not assist them and immediately escalated the call to a live CSR, adding to office workload, increasing wait times, and creating missed booking opportunities, especially after hours. With Voice Agent Spanish Language Support, the Voice Agent can now detect Spanish and respond fluently, collecting customer information, discussing service needs, and booking jobs — all in Spanish. You can configure a single agent to handle both English and Spanish calls or set up dedicated agents per language, depending on the needs of your business.

Note: This Voice Agent update is for basic phones, Phones Pro, and Contact Center Pro.

Resources

Before and After

Before (Current)

  1. A Spanish-speaking homeowner calls your business to book an air conditioning repair.

  2. The Voice Agent does not recognize Spanish and cannot assist the caller.

  3. The call immediately escalates to a CSR.

  4. If no CSR is available — such as after hours — the call goes to voicemail or is missed entirely.

Impact: Spanish-speaking customers do not receive automated service, and after-hours calls go unanswered, resulting in missed bookings and lost revenue.

After

  1. A Spanish-speaking homeowner calls to book an air conditioning repair.

  2. The Voice Agent detects the caller's language and switches to Spanish.

  3. The Voice Agent collects the caller's information, confirms the service need, and books the job — all in Spanish.

  4. The caller receives confirmation of their appointment in Spanish.

  5. Your team finds a completed Voice Agent Follow Up the next morning with all call details documented.

Impact: Spanish-speaking customers receive the same automated service experience as English-speaking customers, reducing missed calls and CSR workload.

Who uses this feature

  • Residential Service and Replacement, Commercial Service and Replacement

  • Administrators, CSRs

  • Region availability: USA

 

How it works for your industry

Residential Service and Replacement

  • A residential HVAC company in a bilingual market receives a call in Spanish after hours. The Voice Agent detects the language, switches to Spanish, and walks the caller through booking a diagnostic visit — capturing their address, availability, and issue details without CSR involvement.

  • A plumbing company configures a single Voice Agent to handle both English and Spanish calls. When a Spanish-speaking homeowner calls about a leak, the Voice Agent responds in Spanish, collects the necessary information, and creates a Follow Up for the morning crew.

  • A home services company serving a large Spanish-speaking population creates a dedicated Spanish-language Voice Agent tied to their Spanish-market phone number, ensuring every caller receives a fully automated, brand-appropriate experience.

Commercial Service and Replacement

  • A commercial HVAC company managing multiple property accounts receives an after-hours call in Spanish from a building manager. The Voice Agent responds in Spanish, gathers the property address and issue details, and books a service call — no CSR required.

  • A property management group with multilingual facilities teams enables Spanish language support on their Voice Agent, allowing Spanish-speaking maintenance coordinators to book services directly without needing a bilingual CSR on staff.

  • A refrigeration service company operating across multiple states activates Spanish language support, capturing more inbound bookings from Spanish-speaking commercial clients without adding bilingual headcount.

How to Prepare?

  1. Have an administrator reach out to Support or your Customer Success Manager (CSM) to request access to Voice Agent Spanish Language Support and have any prerequisite configurations enabled.

  2. Decide whether to configure a single bilingual Voice Agent that handles both English and Spanish calls or create a separate dedicated Spanish-language agent.

  3. Navigate to Settings > Voice Agent and configure language preferences to include Spanish.

  4. Train your team on the updated Voice Agent behavior for Spanish-speaking callers, including how completed bookings and Follow Ups appear in the Contact Center Pro interface.

  5. Bookmark this article for quick reference when setting up or adjusting your Spanish language configuration.

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