adjust to Spanish regardless on who the cusotmer is texting
rich hughes
It shouldn't matter if the guest is texting us direct or Genius. If Genius is really reading the lead to gain insight, then it should be able to tell the preferred language. For a smart CRM, this is very dumb. In SoCal, 30% of our base is Spanish speaking preferred. Our last texting tool was able to switch automatically. Really surprised this CRM cannot figure that out.
Shelby Parker
Appreciate you calling this out, rich hughes — totally hear you on how frustrating that is, especially with a large Spanish-speaking customer base. To make sure we’re scoping the right fix, can I ask a couple quick clarifiers: should the system switch to Spanish based on the language of the first inbound text, a saved language preference on the customer profile, or another signal? And which parts should be in Spanish for you (Genius/AI suggested replies, automated templates/auto-responses, or the actual messages your team sends)? Lastly, if a customer mixes English and Spanish (or it’s ambiguous), what would you want the default behavior to be?
rich hughes
Shelby Parker several answers to this. Yes, it should switch to spanish if the guest texts us (not genius) back in spanish. Even better, there should be a toggle on the cusotmer card to tell the system the preferred language. Default would be English, but easily switched by us if spanish speaking. Example, we take a phone pop, spanish speaking guest. We build the file, put in the appointment, and the system texts in English? That should not happen and it makes us look dumb. We should be able to control that from the start. On Internet leads, there are sometimes indicators in the lead that it is a spanish speaking guest. Once we or the system changes it to spanish, then all follow up at that point, whether from us or from Genius should be in the preferred language. For the last question, AI should be able to quickly switch back and forth based on what the customer is texting. Or have Genius ask the guest if it's ambiguous which language they prefer
rich hughes
Shelby Parker Matador, only a texting tool, but better at this problem as we could manually set the preferred language and it never failed.
rich hughes
Shelby Parker To add to the Matador note. You had English, Spanish and French as options, and could manually set that in place from the start