Live Call Translation

Live call translation lets an agent understand a caller who speaks a different language. While the call is live, your agent hears each of the caller’s sentences translated into the agent’s language a moment after it’s said.

What it does, and what it doesn’t

One way: caller to agent. Only the caller’s speech is translated, and only your agent hears the translation. The caller hears your agent as usual, with nothing added.
The agent still hears the caller. The translation plays over the caller’s own voice. It doesn’t replace it.
Best effort, sentence by sentence. If a sentence can’t be translated quickly enough, it’s skipped and your agent hears only the caller. Translation can make mistakes, so don’t rely on it alone for anything safety-critical, legal or medical.
Processed on SIPSTACK’s own servers. Speech recognition, translation and the spoken translation all run on SIPSTACK’s servers. Caller audio isn’t sent to outside AI providers for this feature.
Not available in HIPAA mode. If your organization has HIPAA mode on, calls are never translated and caller audio isn’t sent for speech recognition.

Languages

You can choose from 10 languages: English, Spanish, French, German, Mandarin, Japanese, Arabic, Hindi, Italian and Portuguese (Brazilian).

Set it up

Open Aura AI → Agents → Call translation (/aura/agents/translation). You need the Manage AI voice agents permission.

Your agents’ language. Pick the language your agents hear translations in.
Caller languages. Pick one or more languages your callers speak. With just one, every caller is translated from that language. With more than one, the caller’s language is recognized from what they say, usually within their first sentence or two. Sentences in a language you haven’t chosen, or that can’t be recognized clearly, aren’t translated.
Glossary (optional). Add words that should always be translated a certain way, such as product or place names. You can add up to 100 terms, each up to 80 characters.
Turn on Translate calls and Save changes.

Translation checks your Aura subscription each time a call starts. If the subscription lapses, calls stop being translated even if the setting is still on.

Errors

If a settings change is rejected, you’ll see TRANSLATION_SETTINGS_INVALID (HTTP 400) and nothing is saved. Common causes are turning translation on with no caller language, choosing your agents’ language as a caller language, or a glossary entry that’s empty or too long. See Error Codes.