Language Based Routing

Currently, running campaigns in multiple languages requires splitting them into separate campaigns (for example, English and Spanish). This causes:

• Slower predictive dialer queues ⏳

• Fragmented agent staffing 👥

• Extra setup and management work ⚙️

Also, campaign managers often don’t know the contact’s preferred language in advance. They need a way to handle multilingual campaigns within a single campaign while still connecting contacts to agents who speak their preferred language — without compromising speed or increasing call drops.

Routing based on Language

To address this issue, we have introduced the option to route contacts to agents who share the same language. It is to be noted that this will work only on Call Center campaigns using the Predictive Dialer functionality. 

During Predictive Dialing, the system follows the following preference:

1. Connects contacts to agents with the same language first ✅

2. If no matching agent is available, the call goes to any available agent to keep the campaign running fast 🚀

This feature requires the campaign manager to make the following updates when importing contact and agent data. 

• Contacts → Language preference (via CSV or manual update)

• Agents → Language ability (via CSV or manual update)

These details should be added as a separate column in the CSV file that the campaign manager should include before importing them to the CallHub account. 

Benefits

• More successful conversations in the contact’s preferred language 💬

• Predictive dialer performance stays fast and within safe drop limits ⚡

• No need to create separate campaigns for each language 🗂️

• Agents can update a contact’s preferred language during or after the call ✏️