Hi everyone,
We’re using Fin in Hebrew, but we keep seeing cases where Fin adds random English words inside Hebrew replies, even when those words do not appear in our Help Center articles or snippets.
We also had a more serious case where Fin inserted Japanese/Chinese-looking characters into a Hebrew customer-facing reply.
We already added clear Guidance telling Fin to reply fully in Hebrew and avoid English unless it is a brand name, URL, product name, or a required term. The issue still happens.
Intercom Support suggested using Guidance and mentioned the multilingual glossary, but also clarified that the glossary does not apply to AI-generated replies.
Has anyone using Fin in Hebrew or another non-English language found a reliable way to prevent this?
Is this something Guidance can actually solve, or is this a current limitation of Fin?
This is affecting customer trust, so any practical advice would be appreciated.