Feature Request: Translation Feature Improvement – Preview Before Send & Multilingual Reply Support for Agents
Description:
We’d like to request enhancements to Intercom’s automatic translation feature to improve the agent experience and reduce translation-related issues when handling non-English conversations.
Current Limitation:
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Agents cannot preview how their English response will be translated into the client’s language before sending it.
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Agents who are fluent in the client’s language (e.g., Dutch, French, Portuguese, Norwegian etc) are forced to reply in English, as direct replies in the client’s language are either discouraged or overwritten by the translation tool.
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This limits flexibility and increases the risk of tone or meaning being lost in translation.
Proposed Enhancements:
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Translation Preview Before Sending:
Allow agents to see a real-time preview of how their message will be translated before clicking “Send.” -
Multilingual Reply Option:
Provide an option for agents to respond directly in the client’s language without triggering auto-translation — ideal for agents with the appropriate language skills.
These improvements would give multilingual agents more control, reduce translation errors, and improve the overall quality and tone of client communication.
Business Impact:
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Reduces risk of miscommunication in client interactions.
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Increases confidence among multilingual agents.
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Improves customer experience, especially in regulated or sensitive communication.
Please let us know if this is feasible and whether it's already on the roadmap.