How to ensure specific clients always reach a Spanish-speaking receptionist

Hugo Michel Updated by Hugo Michel

Improve your client experience by indicating to Smith.ai agents which of your clients require service in Spanish. When you supply your existing client data, you can mark specific clients as Spanish-speakers. We will then route any calls coming from their number directly to a Spanish-speaking agent, eliminating the need for them to ask for a Spanish Speaker.

Further, by providing us with your client data, we won't need to collect the basic contact information that the caller expects you to have already. We'll simply match their caller ID to the client data you provide so we can get directly to the reason they're calling.

Formatting your existing client data CSV for upload to Smith.ai

  1. Start by creating an Excel or Google Sheets spreadsheet with five columns.
    The columns should be in the following order without headers:
    First name, Last name, Phone number, Email (optional), Business Name (optional), Spanish Speaker (Optional)
    Only first name, last name, and phone number are required, but remember to put TRUE in the Spanish Speaker column to ensure those clients reach a Spanish-speaking agent first.
    If your data includes a comma, then put that information inside quotation marks. Read more about why commas need quotation marks in CSV files. 
    File size is limited to 60KB (~1000 rows). You may supply multiple files, if needed.
    Download a template to get started (just remember to delete the example data!).
    It should look like this:
    In this example, only Dana and Richard would get routed to a Spanish-speaking agent.
  2. Once your data is populated, export it as a CSV (comma-separated value) file without headers.
    Read this help article by Microsoft for more information on converting an Excel sheet into a CSV file.
    Make sure the data looks like this when the CSV file is exported:
    Richard,Lewis,719-266-2837,,,TRUE
    Dana,Garcia,650-727-6484,dana.garcia@example.com,Dana Office Furniture,TRUE
    Alex,Connor,248-434-5508,,Alex Motorcycles,
  3. After you've gathered your recipient list and formatted it, send the CSV file to support@smith.ai.
  4. Our team will identify your account, upload the CSV file, and we'll now be able to match callers to their contact information and account based on the caller ID.

Do you need all potential new client calls answered in Spanish? Contact support@smith.ai about adding a dedicated Spanish line to your account, where all calls, regardless of the incoming number, will be answered in Spanish!

Questions? Contact us!

If you're already a Smith.ai client and need help, please email us at support@smith.ai or call us at (650) 727-6484 for assistance.

If you're not yet a Smith.ai client, please schedule a free consultation to get started with our virtual receptionist services or email us at sales@smith.ai. We'll help you select the best plan to match your business’s growth goals and budget.

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