Reliably route customers to correct language support?

  • 3 April 2024
  • 4 replies

We are currently re-structuring our Support workflows for our app with focus on AR, DE, EN, FI and NO language. As our support is only available via Mobile SDK, we’re struggling to forward customers to the correct language.

The issue with this is that our app is a local social media platform and our users are as well using it abroad, language routing happens on “language override”. Unfortunately, this leads to misrouting if users are having their device set on e.g. English but are writing content in FI, where then our EN Support team has to move it to the correct team again, taking too long for a satisfying support experience.

Is there a better and more reliable way to route customers to the correct Support team and assign the correct triaging workflow in their language?


Best answer by Larissa Alberti 3 April 2024, 16:34

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4 replies

Some more insights on our current approach:

Trigger: DE Support Workflow
Trigger: FI Support Workflow


Userlevel 3
Badge +4

Hey @Lennard 👋

Larissa here from Intercom Support. Thanks for reaching out!

I’d recommend that you add the “detected language” attribute to your audience - as this attribute allows you to target customers by their language.  This attribute detects the language of a user’s first message, or their Messenger locale if we can’t infer a language.









I hope this helps!

Thanks @Larissa Alberti for the idea! Will definitely look into that. 

Currently, we’re using the workflow behavior “Customer opens a new conversation in the Messenger”. Is there also a similar approach for this kind of flow? 

Userlevel 1

Hey @Lennard, in this case, there isn’t a message to confirm the language, so we would use the user's current Messenger locale when using the ‘detected language’ attribute.

The value of this attribute is defined as follows:

- The ML-detected language from the first user message in the conversation.

- If no language is detected from the first customer message, the user's current Messenger locale.

- If there is no Messenger locale for the user, the workspace’s locale.

Other than that, you can also use the ‘browser language’, which would be the language of the browser the user is using.

Hope this helps!