Release Notes - Language I/O for Intercom Tickets & Live Chat version 1.1.0

These are the Release Notes for version 1.1.0, released on March 19th, 2025.

New

Agents can now select their language from a dedicated dropdown menu in the UI

Support agents using the Language I/O application can now select their preferred language directly from a dropdown menu in the UI to translate incoming messages.

Simpler headers for internal notes

To improve legibility, the headers of the internal notes that contain translations of inbound messages are now simplified.  While the first header remains “Customer message translated from [source locale] to [target locale] using Language I/O. “, all following headers for this same ticket or chat that contain translations will simply say “Translation”.

In addition, the headers of the internal notes that contain translations of inbound messages are now also translated to the agent's preferred language.

Custom Ticket Attributes & other ticket metadata is now translated 

If your organization uses custom ticket attributes that are not displayed in the conversation area (that is, they only appear on the sidebar), the value of these attributes, when filled, is now translatable along with the rest of the ticket for context. Attributes are only translated once in a conversation, and empty attributes are ignored. 

The following ticket labels are also translated to the agent's language:

• Customer
• Bot
• Subject
• Body
• Title
• Description

Handling Server Errors

To help agents understand the behavior of the application when it encounters an error, there is now a new message overlaid over the side bar application when it happens. 

New error message when there are no new messages to translate

Before, the application was unresponsive when the agent clicked "Translate Previous Messages" but there were no messages left to translate. To make it clearer to agents when this happens, the application now shows the message “There are no incoming messages left to translate” in the interface. 

Fixed

"Customer" field empty

When a end user sends an emails with a subject, but without a description, and the Intercom agent receives it, converts it to a ticket and then translates it, the “Customer” field is empty. This is now fixed and the "Customer" field is filled out correctly.

Application behavior when the agent locale is invalid 

When the agent input an invalid locale as their preferred language, the translation would default to English or their previously set preferred language if not English. This is now fixed so that an error pops up to tell the agent the locale is invalid.