Can workflows in Intercom handle multi-language support for automated messages?

Question

Can Intercom workflows support sending automated messages in multiple languages? I’m looking to create workflows that dynamically send messages based on a user’s preferred language (Checkout). Is there a way to integrate language detection or user segmentation to achieve this? Additionally, are there any best practices or limitations I should be aware of when setting up multi-language support in workflows? Any guidance or examples would be greatly appreciated!

Milan · Accepted Answer

Hello ​@tysonharry1Intercom automaticallychecks for the browser language and saves it as an attribute “Browser language” under contact profile - you can use that to trigger different versions of automated messages, per desired language. The other thing is that you can use “Language override” attribute to populate it yourself, if you know the preferred languages for your users (example: the language they choose on your app), and use that instead.Some more tips: Intercom interface language can also change based on the language attribute. You can choose supported languages that you would like Intercom to use under Settings > Channels >Messenger > General >Choose supported languages more here:https://www.intercom.com/help/en/articles/180-localize-intercom-to-work-with-multiple-languagesIntercom FinAI can also work with multiple languages that it will auto detect. You need to train it into that languages (it will not auto translate your English content to i.e. Serbian conversation). More here:https://www.intercom.com/help/en/articles/8322387-use-fin-ai-agent-in-multiple-languages

ringadmno1 · Answer

Hi ​@tysonharry1,Yes, Intercom workflows can support sending automated messages in multiple languages, and there are ways to dynamically adjust the message content based on a user's preferred language.Here's how you can achieve this:Language Detection:Intercom offers some built-in functionality for detecting the language of incoming messages. This can be used in workflows to identify the user's language based on their messages. However, for more precise language detection or if you'd like to automatically set the language preference for users, you could integrate a third-party language detection tool through the API or use a custom bot to ask for preferred language during onboarding.User Segmentation:You can segment users based on their language preferences. For example, you could create custom fields in user profiles to store the preferred language and set up workflow rules to send messages in the corresponding language based on these segments.You can use Intercom’s "Attributes" feature to store data such as preferred language (either from user input, account settings, or detected language) and use these attributes in your workflow logic to trigger different language versions of your messages.Message Translation:You can create different versions of your automated messages in various languages, and use workflow conditions to send the appropriate version based on the user’s language preference. If you are using custom fields or tags to store language preference, you can dynamically populate the messages based on these conditions.Custom Rules and Automation:Set up rules in your workflows to segment users and send the correct message in their preferred language. For example:If the user is in the "Spanish" segment, send the Spanish version of the message.If the user is in the "French" segment, send the French version, and so on.Best Practices and Limitations:Consistency: Ensure that your translations are consistent across all messages. If you're using third-party tools or manual translations, verify that each language version reflects the same tone, context, and information.Fallback Mechanisms: If a user’s language is unknown or not set, have a fallback message in a default language (such as English) to avoid sending blank or incomplete messages.Language-Specific Workflows: For optimal customer experience, it's best to separate workflows by language. This avoids any confusion if a customer suddenly receives a message in a language they're not familiar with.Time Zones and Localizations: In addition to language, consider time zone differences and localized content (e.g., different currencies or region-specific information) for a more personalized experience.Test Thoroughly: Before deploying, test all versions of your workflows to ensure that the correct messages are sent based on language settings and conditions.If you're looking for more detailed guidance or examples based on your specific setup, feel free to provide more details, and I’d be happy to help further!Best regards,Team Ringflow

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