Fin occasionally inserts English words or foreign characters into Hebrew replies. How can this be prevented? | Community
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Fin occasionally inserts English words or foreign characters into Hebrew replies. How can this be prevented?

  • May 6, 2026
  • 4 replies
  • 179 views
ב
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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.

4 replies

J
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  • Jon Vaughan
  • New Participant
  • May 7, 2026

We see this issue a lot with teams running Fin in non-English markets, particularly Hebrew, Arabic, and Thai. 

Some things to try:

  • If your articles were machine-translated from English they might still contain some English brand names, technical terms, or stray phrases.  The LLM can interpret that as a signal that it is ok to mix languages in its responses.
  • If you have content already in Hebrew then turning off real-time translation will help - this prevents it from attempting to do its own translation (https://www.intercom.com/help/en/articles/8322387-set-up-fin-ai-agent-s-multilingual-support)
  • Not quite applicable to the problem you are seeing but you can set a language override i.e. on the contact you can explicitly say what language to reply in and avoid it trying to detect (https://www.intercom.com/help/en/articles/9423842-enforce-the-language-of-the-messenger-fin-ai-agent-and-workflows-for-specific-users)
  • In the Guidance name the specific things you do not want it to do; explicitly forbidding things is stronger (e.g. “Do not insert English words, transliterations, or any non-Hebrew characters (including Latin or CJK characters”)

 

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    ב
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    We see this issue a lot with teams running Fin in non-English markets, particularly Hebrew, Arabic, and Thai. 

    Some things to try:

    • If your articles were machine-translated from English they might still contain some English brand names, technical terms, or stray phrases.  The LLM can interpret that as a signal that it is ok to mix languages in its responses.
    • If you have content already in Hebrew then turning off real-time translation will help - this prevents it from attempting to do its own translation (https://www.intercom.com/help/en/articles/8322387-set-up-fin-ai-agent-s-multilingual-support)
    • Not quite applicable to the problem you are seeing but you can set a language override i.e. on the contact you can explicitly say what language to reply in and avoid it trying to detect (https://www.intercom.com/help/en/articles/9423842-enforce-the-language-of-the-messenger-fin-ai-agent-and-workflows-for-specific-users)
    • In the Guidance name the specific things you do not want it to do; explicitly forbidding things is stronger (e.g. “Do not insert English words, transliterations, or any non-Hebrew characters (including Latin or CJK characters”)

     

     

    We’ll test adding another guidance with a specific rule not to include any CJK characters. Thank you!

    S
    Intercom Team
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    Hi ​@בן גטניו and ​@Jon Vaughan , Seán here from the Fin technical support team 👋

    I see ​@בן גטניו  already has a conversation already made with our support team and a ticket is with our engineers, I will update here when there is a fix for this!

    Peter Nixon
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    • Peter Nixon
    • New Participant
    • May 27, 2026

    I’ve just seen this for the first time with some of our replies as well. Our replies are in English but some random arabic words have been inserted.

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