Session Modes

Kallglot supports different session modes for various use cases. Each mode configures how audio is processed and how translation/AI features behave.

Available Modes

Mode	Use Case	Translation	AI Agent
`bidirectional_translation`	Customer support across languages	Both directions	No
`assistive_translation`	Agent assistance with translation	One direction	No
`ai_agent`	Automated voice agent	Optional	Yes
`help_chat_voice`	Voice-enabled help desk	Optional	Yes

Bidirectional Translation

The most common mode for multilingual customer support. Both parties hear translated speech in their preferred language.

Configuration

{
  "mode": "bidirectional_translation",
  "source_language": "de",
  "target_language": "en"
}

Use Cases

International customer support centers
Sales calls with foreign customers
Technical support across languages

Features

Real-time speech-to-speech translation
Dual-channel recording (original + translated)
Full transcript with translations

Assistive Translation

The agent hears the original audio while receiving real-time translated subtitles. The customer hears translated audio of the agent’s speech.

Configuration

{
  "mode": "assistive_translation",
  "source_language": "de",
  "target_language": "en"
}

Use Cases

Agents learning a new language
Compliance requirements for original audio
Quality assurance with human oversight

Features

Agent hears original customer audio
Real-time translated subtitles for agent
Customer hears translated agent speech

AI Agent

An AI-powered voice agent handles the conversation autonomously. The agent uses natural language understanding to respond contextually.

Configuration

{
  "mode": "ai_agent",
  "source_language": "en",
  "target_language": "en",
  "ai_agent": {
    "system_prompt": "You are a helpful customer service agent for Acme Corp...",
    "voice": "alloy",
    "knowledge_base_id": "kb_01ABC",
    "tools": [
      {
        "name": "lookup_order",
        "description": "Look up an order by order number",
        "parameters": {
          "type": "object",
          "properties": {
            "order_number": { "type": "string" }
          }
        }
      }
    ]
  }
}

Use Cases

24/7 automated customer support
Appointment scheduling
Order status inquiries
FAQ handling

Features

Natural language understanding
Custom system prompts
Knowledge base integration
Function calling for external integrations
Handoff to human agents

Voice Options

Voice ID	Description
`alloy`	Neutral, professional
`echo`	Warm, friendly
`fable`	Expressive, narrative
`onyx`	Deep, authoritative
`nova`	Energetic, youthful
`shimmer`	Calm, soothing

Help Chat Voice

A voice-enabled help desk assistant that combines AI chat with voice capabilities. Ideal for embedded help widgets.

Configuration

{
  "mode": "help_chat_voice",
  "source_language": "en",
  "target_language": "en",
  "help_chat": {
    "knowledge_base_id": "kb_01ABC",
    "escalation_enabled": true,
    "escalation_phone": "+14155551234"
  }
}

Use Cases

In-app help widgets
Self-service portals
After-hours support

Features

AI-powered answers from knowledge base
Voice input and output
Seamless escalation to human agents
Chat history context

Comparing Modes

Feature	Bidirectional	Assistive	AI Agent	Help Chat
Real-time translation	✅ Both ways	✅ One way	Optional	Optional
Human agent required	✅	✅	❌	Optional
AI responses	❌	❌	✅	✅
Knowledge base	❌	❌	✅	✅
Function calling	❌	❌	✅	❌
Escalation support	❌	❌	✅	✅

Switching Modes

You cannot change the mode of an active session. To switch modes:

End the current session
Create a new session with the desired mode
Reconnect the audio stream

// End current session
await endKallglotSession(currentSessionId);

// Create new session with different mode
const newSession = await createKallglotSession({
  mode: 'ai_agent',
  // ... other config
});

Best Practices

Choose the right mode upfront

Determine the session mode based on your use case before creating the session. Mode changes require creating a new session.

Test AI agents thoroughly

For ai_agent mode, test your system prompts and tools extensively in a staging environment before going live.

Configure escalation paths

For ai_agent and help_chat_voice modes, always configure an escalation path to human agents for complex issues.

Use assistive mode for training

Use assistive_translation mode to train agents on new languages while maintaining quality.

​Session Modes

​Available Modes

​Bidirectional Translation

​Configuration

​Use Cases

​Features

​Assistive Translation

​Configuration

​Use Cases

​Features

​AI Agent

​Configuration

​Use Cases

​Features

​Voice Options

​Help Chat Voice

​Configuration

​Use Cases

​Features

​Comparing Modes

​Switching Modes

​Best Practices

Session Modes

Available Modes

Bidirectional Translation

Configuration

Use Cases

Features

Assistive Translation

Configuration

Use Cases

Features

AI Agent

Configuration

Use Cases

Features

Voice Options

Help Chat Voice

Configuration

Use Cases

Features

Comparing Modes

Switching Modes

Best Practices