This feature is available only on the Pro plan.
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:
Detected automatically by Lokalise Messages.
It's required to add
Otheras 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:
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.