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Auto Translation in Workflows

  • April 16, 2026
  • 1 reply
  • 138 views
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We utilise auto translate in workflows, and on welcome, we share a message and offer the visitor options to select based on why they contact us, these selections in turn determine the path of the flow that is followed.  The issue is, The welcome message itself is sent in the detected language (browser or location, however this is being picked up), but, the choices (buttons) are displayed in the workspace default language, which is English. 

This means that we are contacted from say a Spanish or German customer, we send a localised welcome message, and present the options in English, this makes no sense.  Other than setting up individual workflows per language, is there a way to resolve this, if not, I would suggest that the same logic is followed for button translation and those are sent in the same language as the welcome message at the very least.  

From research, the button translation comes once the language attribute is “locked in” by FIN, but that doesn’t seem to make much sense to me..

Best answer by Karla T

Hi ​@Chris Richards 👋  Karla here from the community team here! 

Thanks so much for taking the time to explain this in detail. You’re absolutely right that it’s jarring to see a localized welcome message but buttons still in English.

The way this should work is that once the conversation language is determined, whether from a Language override, detected from the customer’s message, or falling back to their browser language, both the welcome message and the reply buttons should appear in that same language. You shouldn’t see a mix of a translated intro and English options in the same step.

Based on what you’ve described, this doesn’t match the intended multilingual workflow behavior. I’m going to create a conversation with our Support team in Intercom so we can raise this with Engineering and investigate further. I’ll include your exact setup so they can dig into what’s happening and confirm whether this is a bug or a gap in how button translations are handled.

In the meantime, the most reliable way to guarantee a fully localized first-touch experience is to either:

  • Create separate workflows per language, targeted using Detected language or Language override, or
  • Set a Language override for known users so we don’t need to fall back to the workspace default language.

Thank you again for calling this out so clearly. Feedback like this is incredibly valuable for improving multilingual workflows, especially around button translations.

1 reply

Karla T
Intercom Team
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  • Karla TIntercom Team
  • Intercom Team
  • Answer
  • April 19, 2026

Hi ​@Chris Richards 👋  Karla here from the community team here! 

Thanks so much for taking the time to explain this in detail. You’re absolutely right that it’s jarring to see a localized welcome message but buttons still in English.

The way this should work is that once the conversation language is determined, whether from a Language override, detected from the customer’s message, or falling back to their browser language, both the welcome message and the reply buttons should appear in that same language. You shouldn’t see a mix of a translated intro and English options in the same step.

Based on what you’ve described, this doesn’t match the intended multilingual workflow behavior. I’m going to create a conversation with our Support team in Intercom so we can raise this with Engineering and investigate further. I’ll include your exact setup so they can dig into what’s happening and confirm whether this is a bug or a gap in how button translations are handled.

In the meantime, the most reliable way to guarantee a fully localized first-touch experience is to either:

  • Create separate workflows per language, targeted using Detected language or Language override, or
  • Set a Language override for known users so we don’t need to fall back to the workspace default language.

Thank you again for calling this out so clearly. Feedback like this is incredibly valuable for improving multilingual workflows, especially around button translations.

Karla T | Leading Community at Intercom
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