The problem area is the "from" which is translated based on the support agent. My team will have several people sharing the same account for the Support inbox and they are all use different languages. So this creates an inconsistent experience with customers where they will see the "from" in various languages depending on the Support agent that day. Just today we saw this happening where it showed "Teammate van Company" as it got translated to Dutch because of the agent that was using it at the time
Submitted
Remove "from" Company name on sender email address
+3- Intercom Team
Hi
Jennifer here from Intercom
Can you elaborate on why you don't want this to happen?
Hi
Let me give an actual use case to paint a better picture. We have a support team of 6 members who speaks various different languages but we only provide customer support in English.
All support members share 1 account for responding to customers. There’s an open conversation where multiple support members has worked on. The customer isn’t supposed to know that there are different people talking to them since it’s coming from the same account.
However, customers will see under the sender “Support from Intercom” then another time “Support van Intercom”. This is because one of the team mates who replied has their browser set to Dutch and it gets translated based on that.
Ideally, this would be translated based on the customer’s language, not the support sender. Otherwise disable it altogether.
Hope this makes sense.
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