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Vorel is bilingual by default. The agent answers in the language the customer used, including when they switch part way through.

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What is supported

  • English
  • Arabic, including Gulf and Levantine dialect input
Your workspace has a default language, which decides the opening greeting and anything the platform sends proactively. Everything after the first turn follows the customer.

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Switching mid-conversation

A customer who opens in English and switches to Arabic gets Arabic from that turn on. A single message mixing both is answered in whichever language dominates. The switch is resolved per turn rather than pinned once at the start, because pinning it means one Arabic sentence in an English conversation drags the rest of the call into Arabic.

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Dialect

Arabic input is handled across dialects rather than only Modern Standard Arabic, which matters for voice: callers do not speak MSA. Replies are in a register appropriate to your persona and vertical, which for most businesses means clear, neutral Arabic rather than heavy dialect.

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Writing for voice

Arabic and English replies on the voice channel are written to be spoken. Numbers, dates, prices and addresses are phrased the way a person says them rather than the way they are written. Latin strings inside Arabic sentences (an email address, a brand name) are handled so they are not read out character by character.

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Configuring language behaviour

Default language

Which language the agent opens in and uses for proactive messages.

Persona per language

Agent name, tone and signature phrases are set separately for English and Arabic.

Knowledge in both

Knowledge entries can be written in either language. Retrieval works across both, so an Arabic question can find an English answer, which the agent then answers in Arabic.

Templates and canned copy

Confirmations, CSAT questions and canned fallbacks are configured in both languages.

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Where the default language matters most

Anything the platform sends first, rather than in reply, uses your default language:
  • WhatsApp templates, which are approved per language, so the right approved template is picked
  • Appointment reminders and re-engagement messages
  • CSAT survey questions
  • Escalation alerts to your team

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Adding a language

Support beyond Arabic and English is a configuration and content exercise rather than a code change, covering persona, canned copy, templates and voice formatting. Talk to your operator if you need one.