Language settings

Hi Mandy,

Yes, this message typically appears when the transcription engine is configured to US English as the default language model.

In most cases, this does not mean other English variants are unsupported for agents or users—it usually means:

• The speech-to-text model is optimized for American English spelling and pronunciation patterns
• Regional accents or spelling differences may trigger a warning or reduce transcription accuracy
• The system may still process input, but with lower confidence or fallback formatting

What you can check:

• Whether your workspace language or voice transcription settings are explicitly set to “English (US)”
• If multilingual or regional language support is enabled (if available in your plan/configuration)
• Whether this is happening only in transcripts or also affecting voice input recognition

Practical takeaway:

This is generally a model limitation/optimization behavior, not a hard restriction blocking usage—but it can impact accuracy for non-US English speakers.

If this is affecting usability, it’s worth raising with support so they can confirm whether expanded locale support is available for your setup.

Thanks for the reply.  I have set up the localisation settings to be English (Canada) in the agent workspace and in the help centre. Not sure where to find the voice transcription settings - can you guide me to where i can find that to confirm what the default is set to?

Hi Mandy, just double checking - is this question related to the Voice AI Agent EAP? If so, I’ll move it to the appropriate category so the product team can help ensure this beta feature is working as intended. 

Yes it is.

I checked an all of my settings are set to English Canada - and yet the bot keeps replying that they can answer in American English.  This is a show stopper for us!  We are a Canadian company with government contracts and we can’t have a bot saying this to customers.

Hi Mandy12, we also have seen this error occasionally. I raised a Z2 ticket on this: https://support.zendesk.com/agent/tickets/14973324

Would you be able to share your subdomain and conversation IDs where we saw this?