To achieve the desired functionality of translating incoming messages using your custom API in Intercom, you have a couple of options: Custom Actions and Custom Intercom App. Both options have their pros and cons, and the choice depends on your specific requirements and preferences.

Here's a brief overview of each approach:

1. Custom Actions:

   • Custom Actions allow you to extend Intercom's functionality by adding custom actions to conversations, contacts, and other entities within Intercom.
   • With Custom Actions, you can trigger your translation API upon receiving an incoming message, translate the message to English, and then post the translated message back into the conversation.
   • You can control the visibility of the translated message to ensure that it's only visible to the agent and not the customer.
   • This approach offers more flexibility and control over the translation process.

2. Custom Intercom App:

   • Custom Intercom Apps enable you to build custom applications that integrate seamlessly with the Intercom Inbox and other parts of the Intercom platform.
   • With a Custom Intercom App, you can create a dedicated interface within the Intercom Inbox for translating messages.
   • You can use the app to automatically or manually trigger translations for incoming messages, display the translated message to the agent, and potentially provide additional features such as language detection and translation history.
   • This approach provides a more integrated user experience within the Intercom interface.