Call protocol
Spanish-speaking caller script: same line, same protocol
Short answer
When a caller speaks Spanish, a 100% AI receptionist answers in Spanish on the same line and follows the same protocol as any other call, written in Spanish rather than translated on the fly. Nobody has to press a key.
It tells the caller it’s an AI, asks the same questions, books the same way and passes the call to a Spanish-speaking member of your team when your rules say so. You get a summary of every call in the language you choose.
This Spanish-speaking caller script is the one we start from for businesses with Spanish-speaking customers. Our team writes the Spanish version and goes over it with you in English before it answers.
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Example call: brakes making noise
Cruz Auto Repair · Brakes making noise
- AI
- Cruz Auto Repair, this is AI Receptionist, the AI assistant. ¿En qué le puedo ayudar?
- Caller
- Hola, mis frenos hacen mucho ruido.
- AI
- Claro, con gusto le atiendo en español. ¿Desde cuándo hace ese ruido?
- Caller
- Desde ayer, al frenar.
- AI
- Tenemos espacio el viernes a las nueve de la mañana. ¿Le parece bien?
- Caller
- Sí. Lucía Fernández, 555-0187.
- AI
- Cinco, cinco, cinco, cero, uno, ocho, siete. ¿Correcto?
- Caller
- Sí, correcto.
- AI
- Lucía, su cita queda agendada para el viernes a las nueve.
Summary sent to you
- Booked
- brake noise since yesterday, Friday 9:00 a.m., saved in your calendar.
- Caller
- Lucía Fernández, 555-0187 (confirmed). Call in Spanish.
- Done
- appointment confirmed. No diagnosis or price given.
In English, line by line
“How can I help you?” · “Hi, my brakes are making a lot of noise.” · “Of course, I’m happy to help you in Spanish. Since when has it been making that noise?” · “Since yesterday, when I brake.” · “We have an opening Friday at 9 a.m. Does that work for you?” · “Yes. Lucía Fernández, 555-0187.” · “5-5-5-0-1-8-7. Correct?” · “Correct.” · “Lucía, your appointment is set for Friday at nine.”
The script, step by step
-
The greeting
Your business name and that the caller is speaking with an AI assistant. How the greeting handles both languages is set up with you.
The AI says: “Cruz Auto Repair, this is AI Receptionist, the AI assistant. ¿En qué le puedo ayudar?”
-
Follow the caller’s language
If the caller answers in Spanish, the rest of the call is in Spanish. No menu, no “please hold for a Spanish speaker.” If they switch back to English, it follows them.
The AI says: “Claro, con gusto le atiendo en español.”
-
The same questions, in Spanish
Your industry protocol, written in Spanish: the shop’s “What’s the car doing?” becomes “¿Qué le pasa a su carro?”, in the order your protocol sets.
The AI says: “¿Me puede decir qué le pasa a su carro?”
-
Numbers and names, confirmed
It repeats the callback number back digit by digit and asks for spellings where needed: a name or a street written down in a second language is easy to get wrong, and the summary has to be right.
The AI says: “¿Me lo puede deletrear, por favor?”
-
Hand over, if your rules say so
If someone on your team speaks Spanish and is available, and your rules want certain calls passed to them, it puts the call through. If that person doesn’t pick up, the call comes back and the AI takes the booking or the message in Spanish.
The AI says: “Un momento, le comunico con Carlos, que habla español.”
When it transfers the call
For calls in Spanish, these are the hand-offs we start from. Your rules replace them.
| Situation | What happens |
|---|---|
| Booking, question or message | Handled in Spanish, like any other call |
| Caller asks for a Spanish-speaking person | Put through, if someone is available and your rules allow |
| That person doesn’t answer | Call comes back; booking or message taken in Spanish |
| Urgent call on your list | Same urgent rules as in English |
| Calendar can’t save the booking | Caller hears the request is noted and your team confirms the time; summary marked pending |
| Nobody on your team speaks Spanish | Handled by the AI in Spanish; summary in the language you choose |
What it never says on this call
- Anything it wouldn’t say in English. The limits of your protocol apply in both languages.
- A price, term or policy you haven’t approved in Spanish.
- That an appointment is booked before it’s saved in your calendar.
- “Someone who speaks Spanish will call you back,” unless your team makes that true.
What you decide
- How the greeting sounds in both languages.
- Your protocol in Spanish, reviewed with you in English and approved by you before it goes live.
- Who on your team speaks Spanish, and which calls go to them.
- The language your summaries arrive in for calls in Spanish.
- Prices and policies approved for Spanish callers, word for word.
We set it up the way you want, and you approve it.
Why this protocol works
Our call protocols come from nearly two decades of running phone reception for small businesses. The call you lose to a language gap never shows up in any report: it’s the caller who said "hola," heard only English, and hung up. It asks what matters, in the caller’s language. It never promises what you don’t, in either one. More on our method, on the service itself at bilingual AI receptionist, and on how calls reach your team on call transfer.
Questions about answering calls in Spanish
How do I approve a Spanish script if I don’t read Spanish?
Our team writes the Spanish version of your protocol and walks you through it in English, question by question, before it goes live. You approve the meaning, the questions and the limits, just as you do in English. If someone on your team reads Spanish, they can check the wording too.
What if the caller asks for a person who speaks Spanish and nobody is available?
It says so plainly, then takes the booking or the message in Spanish, with the number repeated back. It doesn’t promise that a Spanish speaker will call back unless you have one who will. The summary tells you the caller asked for a Spanish speaker, so you can decide what to do.
What happens if the appointment can’t be saved in my calendar?
The caller hears, in Spanish, that the request is noted and that your team will confirm the time. The appointment is never confirmed before it’s saved. Your summary arrives marked pending, with the day and time the caller wanted and a confirmed number to call back.
What does the summary of a Spanish call look like?
The same three lines as any other call: what’s needed, who called and what was done, marked “Call in Spanish.” It arrives in the language you choose, with the recording and the transcript in the language the call was held in. The same goes for calls that switch languages halfway.
Put this protocol on your phone line
Tell us how many of your callers speak Spanish, who on your team does, and how you want those calls handled. We build your protocol in both languages as part of your free setup, and you approve it before you forward your line. From then on, Spanish callers get the same protocol as everyone else. No monthly fee on Pay As You Go; plans are on pricing. More in the call protocol library.
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