Language, one model: detect, remember, use

How Clara learns a renter's language once and uses it on every channel.

2026-10-30 · read-only: no production writes, no sends · data: every inbound call Sep 30 to Oct 30 and every person profile

Contents: The answer first · Who hears the offer · Channels today · The one model · Never break · First PR · Decisions

The answer first

"Para español, diga 'español'" is our line. Clara's phone webhook writes the greeting and hands it to ElevenLabs as the first line. The live Triage agent's first message is only {{triage_greeting}}; its Spanish preset has no text. No phone menu is involved.
The webhook already reads the caller's language from their record (looked up by phone). Since Gera's Oct 29 fix (#23355), anyone on record as English gets no offer.
The repeat problem is memory. A call counts as English only after two sentences our word list is sure of. 69 of the 122 people who called Western Slope this month have nothing on record, so they hear the offer every time. One tenant called twice ("Report a water leak." / "1000 Wellington Avenue." / "Can I speak to somebody?"). One sentence counted, and both calls opened with the offer (conv_voice_9a81d000…).

Full analysis: who hears the offer, channels, the one model, first PR, decisions

Who hears the offer (inbound calls, Sep 30 to Oct 30)

Company	Why it offers	Calls	Heard it	Spanish calls
Western Slope	its company-wide line (its building lines do not)	221	139	1 real ("Español", whole call Spanish, remembered), 1 mixed, 2 just "Sí" then English
Situs	setting: second language Spanish, every line	17 (6 phones, mostly our tests)	14	0 real (1 bench test)
JP&Co (Camellia, Yale 25)	never	105	0	0 clear

On record today	People	Spanish	English
Situs	3,650	0	4
Western Slope	2,571	2	83
JP&Co	6,411	5	64

org_western_slope (18 people) is a legacy test org. At Situs, Spanish arrives by text: 12 Spanish texters, none remembered (local analysis, session 003).

Language across channels today

Channel	Detect	Remember	Reply language	Reminders	Host routing	Customers
Call	yes. In the call: the word "español" or a whole Spanish sentence (`triage.ts:247-259`). After it: a switch, or 2 sure sentences (`detect-call-language.ts:149-207`)	yes (`call-ended/route.ts:2466-2541`, guard `resolve-language.ts:246-262`), but 69 of 122 WS callers have nothing stored	greeting and voice follow the record (`personalization/route.ts:3166-3254`, `triage-greeting.ts:393-530`)	stored	not built	WS, Situs (offer); JP&Co (none)
Clara's text line	yes, word list (`conversation-manager.ts:10514-10528`)	yes, if they ask or the detector is sure (`:10540-10552`)	yes (`:12091`, `clara-unified.ts:2032`)	stored	not built	every company with a Clara number
AppFolio text line	only when the mirror hands the text to Clara (`pms-mirror-reply-wake.ts:24-60`); filing never checks	same; 0 of 12 Situs Spanish texters	only then	English	not built	Situs
Email	no (`conversation-manager.ts:10514-10517`)	no	the model writes back in their language (`clara-unified.ts:2032`)	English	not built	all
Guest card	no	no	first email in their language; the text a minute later is English (`first-reply-text.ts:230`)	English	not built	WS, Situs, JP&Co
Website form	only the form's locale (`website-inquiry.ts:155-164`)	Spanish only (`process-tour.ts:1436`)	in their language	stored	not built	where used

Reminders on every channel use resolveRecipientLanguage (resolve-recipient-language.ts:102-133): Spanish only when Spanish is on record. Host routing is a local prototype only (local analysis, session 003).

The one model

call · text · AppFolio text · email · guest card · form
   │  detect from the renter's own words (word list, then the fast model)
   ▼
Person.language = es | en, plus how sure: asked > heard > assumed
   ├─ call greeting: which language to open in, offer or not
   ├─ replies and reminders
   └─ tour slots from hosts who speak it (prototype)

"Assumed English" means they heard the offer and kept talking in English. It only stops the offer, and any Spanish sentence or text replaces it. Each company sets its languages (General › How Clara talks, exists today) and its hosts' languages (prototype).

Caller	Company that named Spanish (Situs)	Company-wide line, no setting (WS front door)	Building line, no setting (WS buildings, Camellia, Yale 25, Willows)
Unknown	English, then "Para español, diga 'español'" (today)	same today (D2)	English, no offer
On record as English	English, no offer (since Oct 29)	same	same
On record as Spanish	Spanish greeting and voice, then "For English, just say 'English'". Proposed: drop that line (D1)	same	same

Never break

Customer	Effect of PR 1	Replay (read-only, done)
JP&Co, Willows	none: their lines never offer, so the rule never runs	0 of 105 JP&Co calls change; 0 of 141 Willows calls had the offer
Western Slope	40 callers remembered as English	10 of 221 calls lose the offer; 0 Spanish callers touched
Situs	1 test caller	0 of 17 change

First PR: a caller who heard the offer and kept talking in English is not asked again

Rule. When a call ends, store en as "assumed" if all of these hold:

the call opened with the offer;
there was no language switch;
no caller turn has a Spanish word;
the caller said at least 4 words;
nothing is on record yet.

"Assumed" is never a known language. It does not trigger the two-sentence switch rule, does not block learning Spanish from texts, and anything replaces it.

Code. The rule goes in detect-call-language.ts and the write in call-ended/route.ts. personalization/route.ts gets a language_offered variable, and language_known ignores "assumed". resolve-language.ts and conversation-manager.ts treat "assumed" as nothing stored. The "how sure" field goes in types.ts and persons.ts.

Size and rollout. About 60 lines plus tests. It is a fix: no switch, live everywhere.

Owner. Gera's team owns these files (#23355 and #23410 this week); hand it over on the bridge.

Proof. The replay above, then a test phone with no Fairhaven record calls the Fairhaven test company's line twice. (Fairhaven's usual test phones are already on record as English, so a new phone is needed, or that test person's language is cleared first, as a logged sandbox write.) That line offers Spanish, like WS. The second call must open without the offer. Never Fede's phone, never WS people.

Next PRs:

Remember Spanish from texts, AppFolio texts and guest cards (prototype PR 4).
Drop the English line for callers on record as Spanish (after D1, about 5 lines).
Host routing (prototype PRs 1 to 3), with calls passing the language being spoken right now.

Scripts, outputs and prototype findings: (local analysis, session 003).

Decisions for Fede

1. A returning caller on record as Spanish hears

A. A Spanish greeting with no English line; saying "English" still switches (recommended).
B. Today's greeting with "For English…".

2. What decides whether a new caller hears the offer

A. Keep today's two triggers: the company named Spanish (Situs), or the line answers for many homes (WS front door). No change (recommended).
B. The company's setting only. This needs one WS setting write (second language Spanish, your go). The WS front door stays the same. About 16 calls a month on WS building lines (Lincoln, Courtyard Apartments, …) would start hearing the offer. WS texts and emails would also start offering Spanish to renters who say their English is limited.
C. Never offer; switch when someone speaks Spanish.

3. How much English before we stop offering

A. 4 words (recommended): 40 of 69 remembered, 10 of 18 repeat offers gone.
B. 8 words: 27 remembered, 9 of 18 gone.
C. Today's two sure sentences: no change.