Bug Report: "Show Expected Reply Time" Action – Incorrect German Localization | Community
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Bug Report: "Show Expected Reply Time" Action – Incorrect German Localization

Related products:Workflows
  • June 3, 2026
  • 1 reply
  • 27 views
P

Current Behavior:

The workflow action "Show expected reply time" produces incorrect German output in two ways:

  1. Pronoun formality ignored: Despite "Fin's pronoun formality" being set to "formal" (Sie), the German output uses the informal "Du" form — e.g. "Du erhältst Antworten hier und an user@mail" — instead of the correct formal "Sie erhalten Antworten hier und an user@mail."

  2. Grammatical error: The phrase "Wir antworten normalerweise in ein Tag" is grammatically incorrect. The correct German dative form requires "einem", not "ein": → "Wir antworten normalerweise in einem Tag."

Current Output (example): "Das Team wird sich diesbezüglich melden. Wir antworten normalerweise in ein Tag. Du erhältst Antworten hier und an user@mail."

Expected Output: "Das Team wird sich diesbezüglich melden. Wir antworten normalerweise in einem Tag. Sie erhalten Antworten hier und an user@mail."

Steps to Reproduce:

  1. Set Fin's pronoun formality to "formal" in the Intercom settings.
  2. Create or use a workflow containing the "Show expected reply time" action.
  3. Trigger the workflow for a German-speaking user.
  4. Observe the reply message displayed.

Impact:

  • The informal "Du" address contradicts the configured communication standard and may appear unprofessional to customers.
  • The grammatical error ("in ein Tag") reduces credibility and trust in automated responses.

Proposed Fix:

  • Ensure the "Show expected reply time" action respects the configured pronoun formality setting across all localized strings.
  • Correct the German translation of the reply time string to use the grammatically correct dative form: "in einem Tag."

    1 reply

    P
    • Peter Schöll
    • Author
    • New Participant
    • July 8, 2026

    Additional Issue (Channel Context):

    1. Channel-agnostic wording breaks in Email context: The action's output includes the phrase "Du erhältst Antworten hier und an [email]", where "hier" ("here") refers to the Messenger conversation. When this action is used in a workflow tied to the Email channel, "hier" has no valid referent for the customer — there is no "here" in an email, only the email thread itself. The sentence becomes confusing/meaningless in this context.

    Updated Example (Email channel):
    "Das Team wird sich diesbezüglich melden. Wir antworten normalerweise in ein Tag. Du erhältst Antworten hier und an mail@kunde.com"

    → "hier" suggests a second, separate channel (the Messenger) that doesn't exist in this workflow context, confusing the customer about where they'll actually receive their answer.

    Expected Behavior:
    The action should generate channel-aware phrasing:

    • Messenger context: "...Sie erhalten Antworten hier und an [email]" (referring to both the Messenger conversation and email as fallback)
    • Email-only context: "...Sie erhalten die Antwort per E-Mail an [email]" (no reference to "hier", since there is no secondary channel)

    Revised Impact:

    • Incorrect pronoun formality (Du instead of Sie) — unprofessional tone
    • Grammatical error ("in ein Tag" instead of "in einem Tag") — reduces trust
    • Channel-context error ("hier" in email-only workflows) — confuses customers about where responses will be delivered, potentially causing customers to miss replies if they expect a Messenger conversation that doesn't exist
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