This feature is available only on the Pro plan.

Index

Setting up language attribution for conversations

Lokalise Messages automatically detects a language of an incoming conversation. It uses an AI to detect a language based on its content instead of making assumptions based on the customer's geolocation or country specified in the metadata.

To start automatically capturing conversation's language from Lokalise Messages go to Settings > Data > Conversations data:

Then click on the Create attribute button in the top right corner:

Provide the following data:

  • Name: Language (Lokalise)

  • Description: Detected automatically by Lokalise Messages.

  • Format: List

  • It's required to add Other as the first option (all languages that won't be added to the list would go into this category)

  • Add languages that you want to track to the list. Language names should be exactly as written in this list:

Afrikaans

Georgian

Lithuanian

Sindhi

Albanian

German

Luxembourgish

Sinhala (Sinhalese)

Amharic

Greek

Macedonian

Slovak

Arabic

Gujarati

Malagasy

Slovenian

Armenian

Haitian Creole

Malay

Somali

Azerbaijani

Hausa

Malayalam

Spanish

Basque

Hawaiian

Maltese

Sundanese

Belarusian

Hebrew

Maori

Swahili

Bengali

Hindi

Marathi

Swedish

Bosnian

Hmong

Mongolian

Tagalog (Filipino)

Bulgarian

Hungarian

Myanmar (Burmese)

Tajik

Catalan

Icelandic

Nepali

Tamil

Cebuano

Igbo

Norwegian

Tatar

Chinese (Simplified)

Indonesian

Nyanja (Chichewa)

Telugu

Chinese (Traditional)

Irish

Odia (Oriya)

Thai

Corsican

Italian

Pashto

Turkish

Croatian

Japanese

Persian

Turkmen

Czech

Javanese

Polish

Ukrainian

Danish

Kannada

Portuguese

Urdu

Dutch

Kazakh

Punjabi

Uyghur

English

Khmer

Romanian

Uzbek

Esperanto

Kinyarwanda

Russian

Vietnamese

Estonian

Korean

Samoan

Welsh

Finnish

Kurdish

Scots Gaelic

Xhosa

French

Kyrgyz

Serbian

Yiddish

Frisian

Lao

Sesotho

Yoruba

Galician

Latvian

Shona

Zulu

Language-based routing

You can add an Intercom Rule to automatically route conversations to a team that speaks a particular language:

Go to Inbox > Automation > Rules and create a new rule.

  • Set the A customer starts a new conversation event

  • Then add a Language (Lokalise) condition

  • Select an Assign to action

Language dimension for conversation analytics

A custom attribute adds a language filter to Conversations, Team performance, Customer satisfaction, Effectiveness and other Intercom reports.

Go to Reports > Customer support > Conversations or any other conversation-focused report and add a Language (Lokalise) filter:

Changing conversation language

Neural networks that we are using to perform machine translation sometimes fail to understand the language of the message (for example, if it contains typos or content in several languages).

Agents can change the language of a conversation using the sidebar widget. See Change the conversation language via the sidebar widget section in the tutorial for agents.

Further steps

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