Glossary and workflow auto-translate issue

Question

Hi everyone!I’ve uploaded a glossary with 3 languages (default Traditional Chinese, plus English and Simplified Chinese).However, when I run workflow auto-translate, it only applies correctly to one term (in one workflow button).Here’s what I’ve tried so far:	Re-uploaded the glossary			Turned off all workflow auto-translate and turned it back on	But the workflows still don’t translate according to the glossary.Has anyone experienced the same issue? Or any advice on how to get the workflow auto-translate to fully follow the glossary?

Joseph S. · Accepted Answer

Hi Celine,Will paste the answer here as wellLooks to me like it's done correctly. The most common blocker at this point could bethe text in your workflow doesn’t match the Traditional Chinese entry exactly,keep in mind thatIntercom only swaps if there’s a perfect match (spacing, punctuation, hidden characters all matter).Here’s the fastest way to test and isolate whether it’s a bug or just a matching problem:Create a minimal test glossary CSVzh-CN,zh-TW,en测试,測試,test1(save in UTF-8, no BOM).Make a new workflowwith the single word “測試” as the button or message text.Turn on auto-translate:see if it comes out as “test” in English and “测试” in Simplified.If itworks:your main glossary is fine, but your workflow text must not be matching exactly. Clean up spacing, puxnctuation, or re-enter terms manually.If itfails:then it’s not a setup issue, it’s an Intercom caching/bug issue and you’ll need to escalate with support, attaching the test CSV + workflow as proof.Let me know how it goes, and hope it helps!

Joseph S. · Answer

Hey,Yeah, I’ve run into this before. A couple of things to check:Glossary coverage:Auto-translate only swaps terms if they appear exactly as written in your glossary. Even small differences (capitalization, spacing, plural forms) can make it skip.Workflow cache:Sometimes workflows don’t refresh translations after you re-upload. Try forcing a re-publish of the workflow after updating the glossary.Language fallback:If your workflow text is in Traditional Chinese, but your glossary term is set under English or Simplified, it won’t apply. Make sure each language variant in the glossary lines up with the default text.In my case, re-publishing after cleaning up glossary entries fixed it. Worth trying a minimal test: 1 workflow + 1 glossary entry, if it works, then add it in the whole workflow that you have got! Hope it helps:)

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