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Question

Localized email headers shown to customers

  • June 15, 2026
  • 1 reply
  • 37 views
T

Hello,

We're seeing localized email headers displayed to customers in email conversations.

For example, the quoted conversation history contains russian language:

  • От:
  • Отправлено:
  • Кому:
  • Тема:

and timestamps such as:

(UTC+07:00) Tomsk

Our workspace language is set to English, and we'd like all customer-facing communication to appear in English.

Could you please clarify:

  • Where these localized headers are coming from?
  • Whether there is a way to force them to appear in English?
  • Whether there is a setting to prevent timezone names such as "Tomsk" from being shown?

I've attached screenshots for reference.

Thank you.

 

1 reply

D
Intercom Team
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  • Dara KIntercom Team
  • Intercom Team
  • July 16, 2026

Hey ​@Theo from Planyway , sorry for the delay getting back to you.

Thanks for sharing the screenshots.

From what we can see, the localized headers are most likely coming from the original quoted email history rather than from your workspace language setting. In other words, this appears to be content preserved from the sender’s email client or mailbox locale, which is why labels such as the Russian headers and timezone text are appearing in the thread.

At the moment, there is no setting to force those preserved quoted headers to appear in English, or to hide only the timezone name while keeping the rest of the quoted history intact.

If you want to prevent this from appearing in future replies, the supported option is to disable conversation history in email replies. That would stop the prior quoted thread from being appended to outgoing emails.

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