Single Phone Number with Separate Turkish and English Agents

Support Help
1

Hello Retell Support Team,

I’m using Retell AI with a single local phone number via SIP trunk and need to support two separate agents on the same number:

  • a Turkish-only agent

  • an English-only agent

Multilingual mode does not work well for Turkish. Turkish is only recognized reliably when the agent language is set to Turkish only.

I tried setting the default language to Turkish and routing to the English agent using if/else logic once English is detected, but English is not reliably recognized when the agent language is Turkish, so routing fails. Multilingual mode also degrades Turkish recognition.

Is there a recommended or robust way to use one phone number with two language-specific agents (Turkish + English), without relying on unreliable in-call language detection?

Thanks

2

Hello @semih.yildiz,

If you prefer not to use the multilingual mode, here are two alternative options:

  1. Use an inbound webhook to check whether the user’s phone number is Turkish. If so, override the agent ID to route the user to a Turkish-only agent.

  2. If you cannot determine the user’s language from their phone number, deploy an agent who asks the user which language they prefer. Then, use an agent transfer function to route them to the appropriate language-specific agent.

3

Hello,

  1. Option is not good for me cause sometimes foreign people also call with Turkish numbers
  2. I prefered that one- but If user is Turkish , Transcription doesnt work. (It can still read prompt )

What I did, first agent’s voice model is multilingual - but transcription is set to Turkish.

I make a starting sentence- press 9 for English- so IVR function trigger to transfer another agent. Now Next agent language and transcription settings are both multilingual.

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